Client Overview
In 2022, a rapidly expanding U.S.- based telecom services retailer was experiencing significant back-office challenges. Following a major acquisition that doubled its retail footprint, the company faced escalating labor costs and high attrition driven by remote work transitions and a tight domestic labor market. To meet post-acquisition ROI targets, operational efficiencies—particularly in the back office—were non-negotiable.
The Challenge
The client's domestic model for handling first- and second-level back-office functions had become unsustainable. Internal teams were strained, attrition was impacting performance, and legacy workflows could not keep up with the scale required. Without a viable solution, the company risked failing to capitalize on synergies from the acquisition and compromising its long-term growth plans.
The Arbcentrix Solution
Arbcentrix, a general business process outsourcing (BPO) provider headquartered in Manila, Philippines, was engaged to redesign and operationalize a scalable back-office support model. Arbcentrix's core service capabilities include:
Talent Shortage: 75% of U.S. CPAs reached retirement age by 2020,
with few successors in the pipeline.
Financial Planning & Analysis
Treasury & Compliance Management
General Accounting (G/L, A/R, A/P)
Contract Administration & Loss Prevention
Marketing & IT Support
HR & Operations Management
Arbcentrix embedded with the client to redesign workflows, centralize processes, and establish a high-performing offshore support team capable of scaling with the business.
Results - Year 1 (2022-2023)
Gross Profit doubled as the business captured operational leverage.
Operating Expenses decreased by 10% YoY, despite doubling the retail footprint.
Workforce Stability improved, with a reduction in turnover and better SLA adherence.
Continued Partnership & Expansion (2024-2025)
Following the success of the initial engagement, the client acquired an additional 70 retail locations in 2024. Arbcentrix absorbed the expanded back-office workload seamlessly, leveraging its refined processes and across-functional teams.
Performance - 1H 2025
Revenue Growth of 40% achieved through scale and process agility.
Operational Expenses remained flat, preserving margin despite substantial top-line growth.
Conclusion
This case demonstrates Arbcentrix's value as a strategic BPO partner capable of enabling rapid scale, stabilizing operations, and delivering cost-efficiencies that drive profitability. For mid-market companies facing cost pressure and workforce disruption, Arbcentrix provides a repeatable model for back-office transformation and growth enablement.
