Engagement Objective

  • Clear a pandemic-era order-processing backlog without throwing headcount at the problem.
  • Replace manual data entry with a customized, VA-managed processing system.
  • Free the in-house team from administrative work so they could refocus on product strategy.

About the Client

A leading mission-critical technology provider (name withheld under NDA) approached Splace BPO for help improving its marketing and order operations. As online traffic and sales volume rose, the in-house team couldn't manage the data flow generated by online inquiries — and order processing was falling behind.

The Challenges

Data Volume the In-House Team Couldn't Absorb

The client was generating large volumes of inquiry data from online channels and lacked the workforce to triage, categorize, and act on it at the pace the business required. Establishing a stronger online presence and digital marketing posture was also stalled by the same capacity gap.

Order-Management Backlog

During the pandemic, the order-management system itself became a bottleneck. Inventory levels, pricing data, and manual entries piled up — and manual errors compounded as the team rushed to catch up. Delayed processing began affecting customer complaint resolution downstream.

The Splace Solution

Splace conducted an end-to-end analysis of the client's data and order workflows and stood up a customized solution stack across both fronts.

A Customized Data-Processing System

Splace built a tailored data-processing layer — covering data entry, processing, and management — so the client could ingest, validate, and act on large volumes of inquiry and transactional data quickly and accurately. Built-in analysis tools surfaced insights from the online store's traffic and purchasing patterns that were previously invisible.

An Automated Order-Management Layer

The order-management system Splace deployed automated processing end to end, with dedicated modules for inventory management, pricing management, and document management. Automation took the day-to-day workflow off the in-house team's plate and dramatically reduced the manual-error rate that had been hurting customer satisfaction.

VA-Driven Continuous Operation

A dedicated Splace VA team operated both systems on the client's behalf — processing inquiries, managing inventory and pricing updates, and handling document workflows so the client's people could redirect their attention to product improvements and strategic initiatives.

The Results

Across the engagement, three shifts compounded:

  • In-house team refocused on strategic work — including product enhancement — with administrative load offloaded.
  • Data-processing errors dropped sharply, accuracy improved, and the analytics layer gave the client clear visibility into store performance.
  • Order-management errors in inventory, pricing, and shipping reduced significantly, with downstream improvements in customer satisfaction.

Conclusion

Splace's combined data-processing and order-management solution gave the technology client a real-time operating layer it could not have built in-house at the same speed. The cumulative effect — fewer errors, faster turnaround, and a freed-up strategic team — became a force multiplier for the client's overall digital-marketing and commerce operation.