ECLARO helped a leading U.S.-based benefits platform provider transform a traditional staff augmentation engagement into a strategic outsourcing partnership that improved scalability, efficiency, and performance. Initially engaged to reduce labor costs through 100 offshore technical and BPO professionals in the Philippines, ECLARO gradually introduced service delivery frameworks, client-specific KPIs, performance metrics, capacity planning, and automation. Over four years, the offshore team expanded to more than 300 members while matching onshore performance standards and supporting engineering, customer service, and data processing. The client achieved a 20% increase in capacity without expanding its U.S. workforce, improved accountability through an output-based delivery model, reduced c

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