8-point improvement in gross margin
Productivity platforms like ClickUp must manage growing customer bases, increasingly complex products, and rapidly scaling operations. During their tenure in leadership roles at ClickUp, members of Catalyst BPX’s executive team built Philippines-based teams across Customer Experience, Finance and Accounting, and the underlying back-office operations that supported them all. These teams allowed them to meet and exceed their resourcing needs while lowering company costs.
The largest team built was a high quality Support organization which improved ClickUp’s gross margin by over 8 points, and ensured the company’s ability to profitably meet global demand.
ClickUp faced challenges in sourcing affordable resourcing with the technical skills needed to support a complex product, maintain GAAP compliance, and keep up with their hyper-growth. They also lacked the localized back-office apparatus needed to retain a high-performing workforce globally.
The teams they already had onshore were high cost, and they lacked familiarity with talent markets on lower cost locations.
While working as global operations leaders within ClickUp’s, members of Catalyst BPX’s executive team designed a tailored recruitment process that included targeted sourcing, early skills demonstrations, and leveraging their deep talent networks to ensure candidates had the necessary expertise. A suite of back-office teams including IT, HR, benefits, legal, and operations were built to ensure quality hiring and execution, and to retain high-performing talent.
Knowledge centers and workflows were developed to improve output, and localized expertise was cultivated to align offshore team operations with the cultural expectations of onshore resources in other regions.
The strategies put into place significantly improved ClickUp’s support performance, Increasing Solved Ticket Count by 183% within 60 days and Solve Assists per Hour from 2.4 to 13 per hour. Focused talent development kept attrition at a low 5% quarterly, allowing the team to grow from 35 to 165 employees in two years while many advanced into leadership roles.
The Catalyst BPX team also implemented more robust routing and skills training systems, consistently raising CSAT scores across all regions – the Philippines team regularly exceeded the gold standard of 95% CSAT.
“We worked together to build offshore functions at ClickUp, and were set on creating something head and shoulders above the rest of the market. The Catalyst team didn’t disappoint.
They hired teams across half the orgs in the company and the results spoke for themselves. CSAT, SLA’s, and quota attainment were on par with our US teams, above industry standards.”
