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Case Study

Closing a 7-Day Data Gap: How Outsourcing Unlocked Real-Time Decision-Making at Scale

As this global ad management and analytics technology company scaled, their existing workflows introduced operational complexity that eroded efficiency, visibility, and leadership capacity at an important moment of growth. 

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Challenge

A streamlined solution was crucial to resolve this client’s SEBPO Team challenge of spending disproportionate amounts of time on administrative tasks, but existing, off-the-shelf tools weren’t equipped to resolve the following issues that impacted the SEBPO Team’s ability to drive revenue-generating results for the client:

  • Complex Multi-Shift Workflows: There was no effective way to manage multi-user types within each assigned role to account for cross-time-zone shift workflows and handoffs
  • Task Ingestion Complexity: Tasks were being pulled in from three separate sources, including manual inputs, API Pulls, and email aliases
  • Communication Gaps: User handoff notes and internal conversations were being generated outside of the client’s workflow, leading to a loss of context
  • Platform Disunity: There was a lack of a unified platform to link and centralize all SEBPO platforms
  • Adaptability: A solution was needed that allowed for individual team customization of tasks for use in any SEBPO vertical

Solution

The client needed a tool that could deliver the flexibility or strategic control required to keep up with their growth and the speed of their decision-making. SEBPO designed and deployed a proprietary, custom-built workflow and reporting application called Hourly. Building internally instead of buying a new tool allowed us to: 

  • Design around real operational complexity
  • Protect margin by eliminating layered tooling costs
  • Scale seamlessly across teams and time zones
  • Create a differentiated capability that provides more transparency and operational clarity

Results

This robust, cloud-based platform was engineered to serve as the single source of truth for resource management, project tracking, and performance reporting across any SEBPO vertical. 

The platform now offers the client immediate and transparent visibility into the SEBPO Team’s production and value, providing a direct view of the workflow and real-time delivery. This level of information and open communication elevates the client’s experience and empowers us to achieve a higher standard of transparency and collaboration. 

The introduction of SEBPO Hourly: 

  • Reduced SEBPO Team and Shift Leads’ administrative time by 25%, allowing them to reclaim at least 30 hours per week in more strategic work and team mentorship 
  • Automated data aggregation to close the critical 7-day data gap to provide more real-time, actionable insights 
  • Optimized workflow management for more granular workflow tracking, displaying 

Impact

Instead of relying on their former system, the client now utilizes the SEBPO “Hourly” platform as the single source of truth for all project progress and status updates during all scheduled stand-up calls. The reason for this complete adoption is straightforward: 

  • More consistent, comprehensive, and clearer information and insights into all aspects of task performance and project velocity directly
  • Seamless integration
  • Streamlined communication
  • Improved data transparency
  • Unified the understanding of project status across all stakeholders

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