Optimizing Technology - For a Globally Competitive IT-BPM Sector - Globe myBusiness Academy
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Optimizing Technology For a Globally Competitive IT-BPM Sector
Optimizing Technology
For a Globally Competitive IT-BPM Sector
01 A Better Understanding of The IT-BPM Industry
1.1 Challenges of The Sector
1.2 How Has the Industry Grown?
02 Featured Companies
2.1 Share Treats
2.2 GameOps Inc.
2.3 Go Motion
2.4 GoodWork.ph
2.5 Giftaway
03 What We Can Learn From These Companies?
04 What Technology is Available?
05 How Can You Speed Up The Digital Adoption
of Your Company?
01 A Better Understanding of The IT-BPM Industry
Information and Communications Technology is
an extension of the information and technology
AC T I VI T I E S I N TH E I N D U STRY
(IT) industry that puts emphasis on unified
communications and the integration of
telecommunications and computers.
A1. Hardware-Based A2 Back-Office Outsourcing
• Communications Equipment • Knowledge Process Outsourcing
• Electronic Equipment, • Data Entry Outsourcing
Businesses that fall under ICT include software
Instruments, & Components • Legal Process Outsourcing
and application developers, research firms,
• Semiconductors & • Financial Services Outsourcing
hardware developers, audiovisual creators,
Semiconductor Equipment • IT Services Outsourcing
and technology-based startups.0
• Technology Hardware, Storage • Engineering Services Outsourcing
& Periipherals
Meanwhile, outsourcing becomes a more common
practice among companies of different industries
and sizes, as BPO companies provide high quality
B1. Service-Based B2 Front-Office Outsourcing
• IT Technical Support • Tech Support Services
services at costs lower than those spent hiring
• Telemarketing Services
C1
in-house employees.
• Customer Care Services
Captive/
Global In-House Centers
Aside from cost efficiency, the other advantages of
relying on BPOs are improved flexibility,
performance and diversity. 1
0
Sipin et al., n.d.
1
Digneo, n.d. 1
The Backbone of the Economy
Since the IT-BPM industry uses technology as their foundation to perform the activities outsourced to them, it stands as a top driver of the
Philippine economy.
According to the IT-Business Processing Association of the Philippines (IBPAP), the country’s IT-BPM sector is poised to employ 7.6 million Filipinos and
generate $40 billion in revenues by 2022.2
However, with the quick turnover of trends, and with the onset of COVID-19, industry players must ask themselves: how can they remain globally
competitive? How can they be of better service to their clients? How can they help in the digital transformation of businesses and be more pandemic
resilient? What technology can be maximized?
2
Accelerate PH: Future-Ready Executive Summary, n.d. 2
1.1 Challenges of The Sector
There are challenges experienced before COVID-19 that have been worsened by the pandemic. Being the
top country performers in the global IT-BPM industry, India and the Philippines are heavily affected.3
The scarcity of skilled IT workers, risk of As more companies will be open to
data breaches, and other cybersecurity outsourcing in the coming months for
threats have increased their level of cost efficiency, the pressure for looking
challenge with COVID-19’s onset. for skilled IT workers is higher.
The pandemic is seen to implement With the mandatory Enhanced
automation faster than expected to Community Quarantine national protocol,
complement the limitations of human the industry has to operate their
capability. Hence, IT-BPM companies are telecommuting policies for a longer
pressured to speed up the training of the duration than what the usual Business
current workforce to elevate their IT skills, Continuity Plans address. The office used
and let robots help in the entry level skills. to be the center of information, now work-
from-home may have to be
considered part of the new normal.
Because of this, businesses are requested
to give consent for BPO employees to
access their data even from their own
home-offices, which they are
understandably hesitant about, given the
higher possibility of data breaches. 3
Venzon, 2020
3
The IT-BPM industry, despite its lowered
productivity, has shown resilience, and is still on a
look out for more solutions and ways to enhance
their policies.
Being the backbone of many industries, they are
affected by the performance of their preferred
specialties. Jonathan de Luzuriaga, CEO of the
largest technology network in the Philippines,
Spring Valley Tech, details the affected versus
advantaged industries, as seen in the upper graphic
(left). He says, “It is time to evaluate what
industries to focus on, and how the evolution will
be. There will be a heavy shift from offline
to online, and the Philippine IT-BPM industry
will help shape the way.”
The industry shows us that the only way to survive
is to evolve--may it be in shifting the focus of the
served industries, or enhancing technologies, or in
in managing manpower. The lower graphic (left)
shows how various traditional industries will be
made to evolve, post-COVID19.
4
Spring Valley Tech, 2020 4
1.2 How Has The Industry Grown?
The Philippine IT-BPM sector had an estimated copiers are on a downward trend, but a more has employed 1.3M Filipinos, generated $23
US$1.9 billion in hardware sales last 2019, with positive trend is expected for servers and storage. billion in revenues, and contributed 10% to the
an annual growth rate of 5.8%. This growth rate Small and medium enterprises (SMEs) are country’s gross domestic product (GDP).9 In fact,
is lower than originally expected because the projected to automate, and larger companies the Philippines contributes a 13% share to the
Philippine consumer is more inclined to invest on are also expected to modernize their systems to outsourcing industry worldwide.10
a smartphone than a PC. expand their computing capacity.7 The growing
middle class and youth are important market This growth, however, has been affected by
There are more mobile subscriptions in the drivers of IT because of their increasing spending COVID-19 since its outbreak in February 2020.
Philippines than the Filipino population, with levels on technology products. Even if this industry experiences continuous
129M mobile subscribers versus the 105M demand for its services compared to other
headcount. Filipinos spend five hours and eleven
5
Additionally, infrastructure investments in the industries, it remains challenged with limited
minutes daily on mobile, and the Philippines is the country are expected to drive more demand for IT operations due to the community
highest in terms of the number of hours spent on hardware, software and services. Alongside IT’s quarantine protocols.
the Internet via mobile. The total time spent by growth, the local BPO sector is considered a ma-
Filipinos on the Internet is nine hours and forty jor player in the global industry. The country was
five minutes daily.6 first hailed as the world’s “BPO capital” in 20108
and has remained on top of the pedestal to this
Demand for other hardware such as printers and day. Referred to as an “economic pillar,” the sector
5
Digital in Southeast Asia, January 2018 9
Business World, May 2018 5
6
We are Social, 2020 10
IBPAP, 2020
7
International Trade Administration, n.d.
8
Eniego, November 2016
2.1 Featured Companies
Alternative Payment Methods Pandemic Response
Upon selecting a “treat” and identifying the Share Treats’ team could not report to the office and
mobile number of the recipient, consumers can had to work from home. Customers were unable to
pay via alternative payment methods including dine in or visit merchant stores, and some
prepaid load or postpaid bill through the Globe merchants were completely unable to
Labs Charging API solution. Globe Labs SMS API serve customers.
Company Overview also makes the transaction safer. Through this
API, each transaction is verified through a Thanks to technology, however, Share Treats
An O2O Commerce company under the ICT One-Time Password (OTP) sent via SMS to the minimized the challenges. Their team
branch of the industry, Share Treats began in payee, as an added precaution and communicated through video calls and used the
2017 with the idea of providing customers with a safety measure. platform to give incentives to employees.
better way to send treats via payment options like They enhanced Share Treats’ platform features
cellphone load, GCash, and local wallets. and worked closely with their merchants to serve
Working with brands from various industries, customers who purchase online, and are working to-
they make quality “treats” easily available gether with the Globe myBusiness to convert offline
between businesses and customers who have merchants to online.
trouble reaching unbanked markets, or have low
The first in the country to introduce Gifticon,
or no online presence. Finally, while B2C usage faced a decline, B2B usage
Share Treats envisions a cultural shift where
increased since merchants use Share Treats’
customer engagement is made easier through
platform to give donations to frontliners nationwide
casual gifts. However, this shift has been stunted
and provide support to their employees in the form
by the COVID-19 pandemic.
of supermarket, pharmacy/drugstore, or
fast food vouchers.
6
2.2 Featured Companies
Need For High-Speed Connectivity Pandemic Response
With the help of high speed connectivity care of Despite being at lower than the usual 100%
Globe Telecom’s Direct Internet, they are able to operational level, GameOps was able to thrive
focus on their top priority, their clients. during the COVID-19 crisis by giving its
employees Globe myBusiness Prepaid Internet
Company Overview
As home entertainment has been on a rise during Kit. Specifics of their work-from-home scenario
the quarantine, so has the demand for online had been planned since late January 2020, and
GameOps is a BPO company and a leading
game usage. Recruitment and training of new since then, they practiced proper hygiene and
solutions provider for the Philippines’ thriving
employees is a good challenge, as it is the first sanitation in the office to protect their employees.
video game industry. Established in 2010, they
time that they are doing virtual classes.
positioned themselves as the leader in their field
by specializing in live operations and customer
They are not yet able to aggressively promote
support and being “always on and online.”
their services because of the pandemic. Hence,
Owner/CEO Andro Baluyut emphasizes the
importance of good servicing. The clients
themselves are the ones referring new clients and
They are continuously planning on how to send
projects to their company. Always a step ahead,
their employees back to the office in batches
they are looking for new markets to serve in
without compromising their health. The
addition to US, Europe, and South Korea.
management team is constantly on performance.
7
2.3 Featured Companies
High-Speed Connectivity Pandemic Response
Like most tech-driven companies, Go Motion re- Advertising has been on a plateau due to
quires reliable, high-speed connection to operate worldwide shift in consumer behavior. In addition
effectively. Additionally, creatives and staff need to that, social distancing has prohibited the
Company Overview to be productive during work-from-home by traditional shoot sets which was normally full
utilizing remote collaboration, from viewing what of people. On a positive note, they have taken
Go Motion has been specializing in video the camera sees in a set to be transmitted miles a more proactive look at this by revisiting their
creation and production since 2012. They are away to their clients and colleagues to screen roadmap to identify the type of storytelling that
among the many ICT startups leveraging the use sharing while finalizing an edit. brings joy to people’s lives and homes. Remote
of technology as their main business. Driven by collaboration will be key as productions will need
out-of-the-box storytelling techniques, they work Globe myBusiness has been a key partner in to be lean and efficient. Technology
with multinational brands and advertising helping augment their daily operations. Its and the internet will be at the forefront.
agencies to high-quality and story driven video stable Internet options provide assurance that
content that people love. the team can easily upload, download, and
distribute large files across their office and to
and from clients. Because of this, they have been
accomplishing non face-to-face ways of working
for faster approval of revisions. Additionally, Globe
myBusiness’ mobile plans fit employees’ needs
Currently, the production team continues to work
corresponding to their designation, letting them
on projects and is maintaining their virutal office
collaborate within the team and reach clients
via G Suite, Basecamp, Google Hangouts/ Zoom,
without worrying about interrupted accessibility.
Razer Hardware via Twitch, QTake/ Blackmagic 8
Design, and Miro.2.4 Featured Companies
Pandemic Response
GoodWork.ph connects customers to trusted
home service providers who take care of
cleaning, plumbing, carpentry, pest control, nail
Company Overview care, massage and aircon services, among many
others. With the onset of the COVID-19 pandemic
A pioneer in the e-commerce industry, and resulting community quarantine, however,
GoodWork provides efficient and high quality many of these services were put on hold.
services at competitive prices via a platform that
conveniently connects customers and service Seeing the reinforced need for professional
providers. Founded in October 2018, the medical services, they included telehealth and
company was built by CEO Andrew Koger and his medical services within their lineup, and with the
team, who handpicked hundreds of talented easing of community quarantine in various areas,
service providers and built their brand and they are now able to restart services such as
customer base from scratch. laundry in metropolitan cities.
SMS Solutions
From past to present, Globe enables their
business with the Globe Labs SMS API, which
sends SMS notifications to platform users for
every update on the platform, such as available
jobs for service providers or job confirmations 9
for customers.2.5 Featured Companies
SMS Solutions Pandemic Response
At its onset, one of Giftaway’s biggest costs was When the COVID-19 pandemic and resulting
for SMS, a challenge which was solved by Globe community quarantine struck the Philippines,
Telecom. By providing Giftaway with SMS Giftaway was greatly affected since most of its
Company Overview solutions, Globe eliminated the concern and got eGift merchants were inside local malls. On the
their costs down. As a bonus, by telling their cus- positive side, however, it gave them the
CEO and founder Alvin Tan’s dream of sending tomers that they work directly with Globe, opportunity to showcase the convenience of their
gifts in the form of a surprise text message has Giftaway gains more reliability. process to first time users, who used their service
grown into what is now a software company to send relief through eGift cards.
called Giftaway providing end-to-end online gift
giving. Today, their system includes management Currently, they are preparing marketing
tools for HR/procurement/marketing teams, eGift campaigns for the usage of eGifts.
generation and delivery, settlement with various Their merchants will be offering discounted eGifts
merchants including restaurants, to encourage customers to buy in advance, and
retailers and digital services. They allow their Giftaway itself will also be using some of the
clients to launch tailor-fit programs and create proceeds to donate meals to those in need.
unique incentive systems and benefits programs,
something they alone currently offer.
1003 Breaking Through The Traditional
What Can We Learn From These Companies?
01
They faced the challenge of breaking
through traditional methods, but
they started or grew their businesses
by digital techniques.
02
Customer satisfaction is the name of
the game for them, and will remain
to be a constant priority.
There were challenges breaking through traditional methods—from physical gifts to e-gifts;
03
Technology helped them respond conventional storytelling to out-of-the-box techniques; and linear customer support to dynamic and
to challenges, including the effects adaptive customer care—but with innovative technology and Globe’s solutions, the aforementioned
of the COVID-19 epidemic to their businesses were able to grow their operations. When disaster struck in the form of COVID-19,
clients and company. technology further helped these businesses adapt and evolve to fit emerging market needs.
As an SME forerunner, you can make as much of a difference in your company. With the right
04
Globe Telecom has been helping technology, which is made available and curated for your business needs by Globe, you can be well
spearhead their growth through on your way to having the same success.
digital solutions.
11Increased Productivity Real-time collaboration
Data security Easier data sharing
Online communication Collaborative culture
G Suite adoptation
Workforce Business
Engagement Continuity
Employee empowerment Keeping systems up
Better customer experience and running
Reducing unncessary costs
Quality work
1204 What Technology is Available?
01 Connectivity and 02 Secure, Easier Sharing and
Communications. Real-time Collaboration
Having quick and reliable Internet Connection is Various Mobile Plans are available depending on
now an indispensable prerequisite to other kinds the employees’ designation and their forecasted
of digital technology. It creates better avenues for usage, or appropriate device.
communication.
G Suite has been proven to help foster
Direct Internet is highly needed for connectivity collaborative cultures. For instance, in Globe
As proven by the aforementioned companies, requiring high speed and less interruption to fuel Telecom, with the help of the G Suite Memo App,
emerging strong in the industry is not easy, but it running platforms or software and cloud usage. the average approval duration has been
is possible through the tripartite help of people, You can also opt to look into tools such as shortened from 1 month to 1 week, and has
continuously refined policies, and technologies. Managed IP PBX (Private Branch Exchange) helped the institution be 80% paperless. With the
and Managed Wifi. help of Hangouts Meet, hundreds of employees
There is a lot of technology available to SMEs to from different locations are able to congregate
help in their respective digital transformation. Not for virtual town halls. Lastly, G Suite has helped
only does Globe myBusiness offer a wide range of secure company data. Because everything is
tech solutions, it also serves as a working model saved in the cloud, there is no need for saving
of tech tool adoption done right. data on physical devices using
hard drive and USBs.
1303 Business Continuity.
04 Workforce Engagement.
Due to the COVID-19 pandemic, we have seen the terabytes of data across 16 servers, which are just The proper tools and technology can empower
greater importance of restoring businesses as fast small subsets of their entire systems when more employees to become more productive. For
as we can, especially in this industry since IT-BPMs than Php26 million was spent annually. 11 example, Globe has been utilizing Globe Labs
take on outsourced tasks. In addition to the IVES, a voice platform with multichannel
previously discussed Office Collaboration tools, Through the implementation of cloud capabilities. This immensely improved the
we have Cloud as a tool for business continuity, technologies, companies will be able to reduce operations and enabled billing collections to be
which streamlines all business applications and unnecessary costs from infrastructure more efficient. Since then, they are able to contact
allows faster restoration. investments. Because of efficient means of data millions of its customers with the determined
collection, scaling up the amount of capacity frequency. This resulted in a 40% improvement in
Cloud technology allows for better business needed can be done at any given time. This way, delinquent payments. 12
continuity. The Globe Cloud journey with more customers may be served as businesses
Amazon, for example, has led to reduced decide to expand to new markets.
spending from Php 7 million to Php400,000
yearly. Shifting to the cloud has enabled Globe
to drastically change how it does business. This
is a far cry from when Globe used to back up 26
11
Globe, 2018
12
sGlobe, 2018 14How Can You Speed Up The Digital Adoption
05 of Your Company?
As for you, here’s what you can do to properly and seamlessly integrate digital technology into your existing setup:
01 Assess Your Company’s 02 Consult 03 Consider The Stage
Work Culture. Industry Experts. of Your Business Cycle.
First recognize how technology Tap into the expertise within your Now is the best time to
and people operate side by side. Human company or seek it from industry experts, such as reassess where you are heading because the crisis
resource and technology must operate in Globe Telecom and its partners: is forcing us to adapt changes to the business,
tandem as opposed to independently of one making it resilient—similar to the aforementioned
another. It should be people first, before companies, who are constantly evaluating their
technology. Therefore, any new methods should new policies on work from home. Lasting changes
be chosen based on how wellv they can be rarely occur overnight, so they must go through
adopted into the company’s existing workplace a well-thought-out process.
culture. Treat this pandemic as an opportunity to
implement digital transformation, as the need for
change is clearer for all stakeholders.
You can only be successful if you are able to draw
linkages across the industry, and work
hand-in-hand with various sectors.
1504 Study The Implications.
06 Remote Office.
Are the tech tools being eyed appropriate for the current Use tech-driven means of collaboration to fast-track
state of your company? It would be helpful to identify which parts of the processes and create efficient workplace communication via tools such
current process might be subjected to challenges during the transition. as Zoom and Hangouts Meet.
05 Find A Trusted IT Partner.
07 Automated Office.
If the shift requires purchasing new hardware and equipment, Empower employees to build service interfaces that create
it is crucial to lay solid groundwork with a trusted IT partner that will offer the better customer experiences, faster results, and efficient operations via
chosen solution at a fair, reasonable price. They must also value a long-term tools such as Globe Labs APIs and Platforms.
relationship where they will assist your company well after the groundwork
has been set up.
1608 Get Everyone on 10 Remote Data
The Same Page. Storage.
Digital transformation used to be an ambition. Today, the Cloud is used to reduce costs and remove infrastructure
post-covid landscape planning calls for its immediate consideration investment needs. With this, enterprises can scale up or down their
to survive. capacity demands within minutes. This allows them to reach more
customers. Adopting cloud-based policies in the digital era empowers
companies to scale up easily.
09 Remote Office
Transformation.
Once the team has adapted to the new systems that are put in place, it
Social distancing has brought upon the need for
would be helpful to align the company’s key performance indicators. See
non-face-to-face communication and working through technology rather
which of the new technological enhancements positively contribute to the
than manual means. In many cases, working from home has become the
company’s growth and overall workplace culture.
norm for employees. In cases like this, tools like the Globe myBusiness
Prepaid Internet Kit and Load Up (a platform for employers to distribute
For this, feedback from personnel should also be taken and valued, so
prepaid load) become much-needed digital solutions.
empower your staff by letting them know their inputs are welcome.
17Need A Partner For Digital Transformation?
Contact Us:
https://www.globe.com.ph/business/sme.html
www.mybusinessacademy.ph
Partner With Us:
https://www.globe.com.ph/business/sme/globe-partner-network.html
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