Scalable success through smart outsourcing

How a fast-growing brand turned operational pressure into sustainable growth with Custom Connect as their strategic partner.

A first outsourcing step that delivered immediate results

A rapidly growing brand faced a sharp rise in back-office and debt collection demand. Local hiring proved too slow and costly. Custom Connect delivered a scalable, skilled, and cost-effective solution. Through close collaboration, transparency, and speed, we transformed their first outsourcing experience into a reliable, growth-driven partnership.

"In today’s competitive landscape, building strong connections is more than a strategy — it’s a necessity for sustainable growth."

Stijn Lathouwers, Chief Executive Officer: Custom Connect

Building a foundation of trust

We began with back-office functions to ensure a strong, confident start to their outsourcing journey. This approach provided transparency, reduced risk, and created a solid base for scaling the partnership—making the eventual expansion into new service areas smooth and controlled.

Young people working in modern office, brainstorming together

Operating in full alignment

With in-person training in South Africa, weekly reviews, and continuous calibration, we stayed fully aligned with the client's expectations. Direct CRM integration and UK-based client-facing contacts ensured clear communication, fast decision-making, and consistent service quality throughout the engagement.

Focused, dedicated service

Launching with back-office support functions to establish confidence and build trust. With close collaboration from the outset, this was a true partnership, moving strongly away from a transactional supplier arrangement.

Client Immersion

The client visit to our site set the tone for open, honest, and collaborative working. Clear communication via weekly reviews and evolving reporting meant issues were addressed proactively, and opportunities for improvement were quickly actioned.

25%

Rapid Capacity Growth

We scaled operations by 25% within weeks of go-live to support rising demand.

100%

Team Expansion

The team more than doubled in size, aligned with increasing volumes and evolving business needs.

100%

Debt Collection Outperformance

We exceeded the client’s one-month target thanks to strong training, process refinement, and seamless system integration.

100%

Service Scope Expanded

We expanded our back-office support to include debt collection and customer service functions.

Grow with the right outsourcing partner

Discover how we accelerate your operations with scalable teams, expertise, and reliable delivery.