How to Succeed with BPM Customers: Top 10 Best Practices

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At Innormax and Infomate, we’ve had the privilege of working with some truly remarkable clients who have gone above and beyond to create a positive and engaging partnership with our teams. These interactions have not only strengthened our collaboration but have also fostered long-term relationships built on trust, appreciation, and mutual growth. 

Memorable Client Interactions That Made an Impact 

Some of the most thoughtful and inspiring experiences we’ve had with our clients include: 

• Personalized Connections: Clients who took the time to remember and celebrate the birthdays of every team member, making them feel truly valued. 
• Meaningful Gifts: Thoughtful presents from their home country, including local cheeses, chocolates, and cultural souvenirs, showing their appreciation. 
• Team-Building Activities: A client from Australia who hosted a special day out for the entire delivery team, featuring an international Australia vs. Sri Lanka cricket match—played in the best spirit of sportsmanship. 
• Exclusive Experiences: Clients who invited our transition teams to first-class rugby league games, offering an opportunity to bond outside of work. 
• Cultural Understanding: Clients who took time to educate our teams about their business, industry, and regional culture, fostering a deeper understanding and commitment. 

• Encouragement & Recognition: Acknowledging and celebrating team achievements, motivating them to perform at their best. 
• Personal Touches: Sending personalized greetings and best wishes for significant life events such as weddings, childbirth, and promotions. 
• Branded Gifts: Presenting the delivery team with company-branded T-shirts and stationery, creating a sense of belonging. 
• Health & Well-being: Expressing genuine concern for the team’s well-being during the COVID-19 pandemic. 
• Work-Life Balance: Ensuring that the delivery team was not overburdened and prioritizing employee welfare. 

These acts of kindness and engagement have built immense confidence within our teams, deepened their passion for their work, and reinforced their commitment to delivering exceptional results. They have also played a crucial role in improving retention rates and strengthening long-term client partnerships. 

Top 10 Best Practices for Building Strong Outsourcing Relationships 

Based on these invaluable experiences, here are some key strategies that can help clients maximize the success of their outsourcing partnerships: 

1. On-Site Transition Visits: A physical visit to the delivery center helps establish a strong foundation for collaboration. 
2. Know Your Team: Engage with the team personally and foster open communication. 
3. Develop a Strong Rapport: Build relationships with team leaders and senior management for smooth operations. 
4. Encourage Innovation: Support the adoption of best practices and innovative solutions. 
5. Celebrate Milestones: Recognize and commemorate important achievements. 
6. Acknowledge Excellence: Reward outstanding performance to boost motivation. 
7. Regular Reviews & Visits: Conduct quarterly performance reviews and annual site visits to maintain alignment. 
8. Create Win-Win Agreements: Focus on mutually beneficial terms in contracts and deliverables. 
9. Expand Collaboration: Explore new opportunities to enhance and strengthen offshore team capabilities. 
10. Foster a Positive Work Environment: Prioritize team well-being to ensure a productive and engaged workforce. 

At Innormax and Infomate, we deeply appreciate the foresight, care, and partnership demonstrated by our clients over the years. Their commitment to building strong, positive relationships has been a true blessing, inspiring this article and reinforcing the value of collaboration in outsourcing success. 

By implementing these best practices, businesses can cultivate a thriving and mutually beneficial outsourcing relationship that drives long-term success for both parties.