Case Study: Experts-on-Demand
Perfect CSAT Scores Achieved with 80+ Cloud Experts-on-Demand
Communication, collaboration, and consistency are key to continued success with multinational tech leader
This Chinese multinational internet technology company reaches more than a billion global users through its social networking services, apps, and other online news and content platforms.
Two years into our partnership, HGS continues to support a variety of customer components designed to host short-term, crowdsourced videos and marketing materials. Our technical support team is responsible for automating processes as well as maintaining current services, and HGS leadership ensures that the lines of communication are always open.
To ensure the smooth running of applications and to troubleshoot potential problems, the client opened up the RFP opportunity to about 35 organizations in mid-October 2021. Experienced and agile, HGS quickly formed a leadership team and presented the winning pitch.
During HGS’s presentation, we won the client over with both our cultural fit and our cloud and in-house capability approach. While other vendors could form only four-member teams, HGS could form teams of 15-20 people.
After finalizing the deal in just 2.5 weeks, we recruited and assembled the first batch of resources, comprising seven highly experienced cloud project implementation engineers.
Out of hundreds of senior engineer candidates interviewed, those with 4-10 years of experience were shortlisted to pick up laptops in one of four major U.S. cities: New York, Los Angeles, San Francisco, and Seattle.
However, as this was occurring during peak pandemic travel restrictions, many candidates backed out. Wishing to help manage and create a smooth process for each stage of the candidates’ journeys, HGS developed a unique end-to-end tracking solution to assist them from the time they left home to when they collected their laptops.
In addition, the HGS team developed strategic methods to communicate with the client to ensure the recruits felt supported throughout the ramp-up period. By February 2022, onboarding had grown to triple digits. Since then, several of the original 119 contractors have been promoted to full-time employees, and our turnover has been low due to the co-development of rigorous screening and feedback processes.
Demonstrating faster reaction time and more flexibility than the competition, HGS is committed to produce fast, consistent, quality labor. Our drive for continuous improvement is fueled by collecting and incorporating valuable feedback, and we ensure that reliable leadership is readily available via online chat to our team members as well as to our client at all times.
As of October 2023, the partnership continues to thrive as we make plans to explore additional opportunities in security, infrastructure, IT, and marketing. The team of 83 is made up of senior-level experts possessing cloud, programming, and big data skills, as well as senior security experts proficient in logging, analytics, and vulnerability analysis.
As HGS Senior Project Manager Michelle Barnett said, “What we have with this client is a true partnership. We want to help fill resources but also enable them to work more effectively in a remote environment so they can really grow their business. We’re not just a shop that’s throwing a bunch of people at them. We’re partnering with them to grow.”
80+ senior-level experts as of October 2023
5/5 CSAT scores reported in 2022
1B Users supported globally
The company’s Head of Engineering is also pleased with HGS’s efforts. “HGS truly partners with us instead of being just another vendor,” he said.