Rachel Macha
The Client’s Champion
|

Rachel Macha | VP of Marketing (Client), SEBPO Board Member

“Out of the gate, SEBPO just hit the ball out of the park. They’ve continued to grow the [client’s] business and do a really great job.”

CLIENT

  • SERVICE: BPO
  • INDUSTRY: Data Analytics
  • YEARS: 11

DB/DEV BPO  |  11 Years

HIGHLIGHTS

  • Client chose SEBPO in a “Champion-Challenger” process;
  • Partnership provides client support for compliance, credit risk, supply chain and distribution risk, and management of client’s very large risk database.
  • SEBPO client since 2008;
  • Client chose SEBPO in a “Champion-Challenger” process;
  • Partnership provides client support for compliance, credit risk, supply chain and distribution risk, and management of client’s very large risk database.

ABOUT THE CLIENT

Client delivers powerful intelligence and world-class risk and compliance protection, allowing global organizations to identify banned/suspect entities, strengthen fraud protection, ensure regulatory compliance, manage supply and distribution risk, and protect their brand equity. With the world’s largest open source risk-relevant database, the client drives successful AML/KYC (Anti Money Laundering, Know Your Customer) compliance. A range of Fortune 100 institutions use out client’s intelligence.

“What sticks in my mind is SEBPO’s eagerness to do a great job and to please the client. I don’t think you see that in the industry across the globe today. I’ve been around the BPO space for 15 years and there’s a seamlessness that occurs with SEBPO — from sales to account management to operations to service. There are really very few companies that can seamlessly launch and implement, and service companies like SEBPO.”

The Challenge

In 2008, the company was looking for the right organization that could help them with their back-office processing (BPO) work, particularly one they could rely on for extensive data management and analysis aggregation, plus testing and quality assurance support. They needed a “strategic, knowledge BPO kind of company” versus a basic BPO call-center type of company.

In order to find the best fit, the client set up a champion-challenger approach, selecting two companies – one a large, well-known BPO company based in India, and the other, SEBPO – in order to test which company would best rise to the challenge.

The Solution

The company’s promise to the Fortune 100 companies they serve is to “Trust Diligence.” That quality mantra turned out to be a perfect description for how SEBPO approached the opportunity from the beginning.

SEBPO spent the first two weeks diligently working side-by-side their counterparts at the client, in order to truly understand the business and their needs. Company #2? They spent two days on-site. The client saw SEBPO’s commitment, capabilities, and 24/7 high-end service up close. Within 30 days, they moved all the business to SEBPO and phased out the other company.

Nine years later, SEBPO continues to be the trusted partner which the company relies upon for expert and strategic data management as well as analysis aggregation, plus testing and quality assurance support. SEBPO’s highly educated and efficient team analyzes and captures risk-relevant data globally and adds thousands of new data records daily to the client’s risk database. SEBPO provides a diverse range of comprehensive risk and compliance protection services ranging from compliance, credit risk, and supply chain, and distribution risk protection.

The Outcome

SEBPO’s superior 24/7 service, strategic, adaptable approach, and deep knowledge base continues to strengthen the client’s global business and brand.

“Out of the gate, SEBPO just hit the ball out of the park. They’ve continued to grow the (the client’s) business and do a really great job.”

—Rachel Macha; VP of Marketing (Client), SEBPO Board Member

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