Offshore Support Doubled MMI’s Team & Increased Customer Satisfaction by 12.5%
Mobility Market Intelligence (MMI), a data and technology provider for the mortgage industry, needed to scale its support team quickly to meet growing demand without repeating the mistakes of past outsourcing attempts.
The Challenge
After acquiring Bonzo, MMI inherited a small, overworked support team struggling to keep up with rising demand. Recruiting locally was slow and competitive, with top candidates lured away by enticing benefits packages.
The Solution
Staffing in the Philippines widened MMI’s talent pool, and working with CoDev streamlined recruitment, provided competitive benefits including health insurance, utility stipend and government-mandated perks.
Results in 12 Months
The CoDev Advantage
Expert Talent
CoDev connected MMI with vetted, high-performing customer support specialists who had proven track records of delivering consistent, high-quality service. Each hire was pre-screened for technical skills, communication ability, and cultural alignment before joining the team.
Seamless Integration
New team members were embedded into MMI’s workflows from day one, using the same tools, processes, and quality standards as their in-house team, ensuring a unified customer experience.
Cost-Efficient Growth
MMI expanded support coverage without the heavy investment of local recruitment, benefits, or overhead, enabling them to reinvest savings into other growth initiatives.
Sustained Performance
Ongoing performance tracking, coaching, and support from CoDev kept MMI’s hires productive and engaged long-term, reducing turnover and maintaining service quality.
New team members were embedded into MMI’s workflows from day one, using the same tools, processes, and quality standards as their in-house team, ensuring a unified customer experience.