Building a Province-Based Outsourcing Center in the Face of Adversity: The Story of Intelliworx PH
“At Intelliworx PH, the possibilities are endless”- a statement that served as a source of empowerment and motivation for the founders of Intelliworx PH at the time that the organization was being established and until the present time, as the company face the challenges of a start-up.
Starting from its humble beginnings in the province of Occidental Mindoro, Municipality of San Jose, the company has grown to become the leading BPO center in its province and continues to make a name in the industry today. With steady growth and continuous improvement, Intelliworx Ph. now offers a wide range of services for international clients from different business sectors. While each milestone was not easy to reach, it is an inspirational story that can be an encouragement for other entrepreneurs and business-minded people.
Three Brains are Better than One!
Just like other start-up organizations, Intelliworx Ph has a unique story. The idea and execution came from three individuals who came from different backgrounds. The foundation of the company relyThey make roles for each of their strengths and make their newly built home stand strong as they guide each other to achieve common goals.
The Head of Business Operations, Mr. Brent Tuason, became a foundation of strength. He makes the office stand by making an effort to seek clients, his primary responsibility is to develop and implement strategies to increase revenue and profitability for the business. He can identify and capitalize on new business opportunities, make the office secure, and organize field operations. Ms. Nica M. Valera the Head of Business Development is a key member of the management team and plays a crucial role in the growth and success of the company. Her strategic role is responsible for building and maintaining relationships with key clients and partners. She is a skilled communicator and negotiator, able to identify opportunities for collaboration and partnership that can benefit the company. A key player in the company’s ongoing success and is highly valued for her strategic thinking. And the third stem behind the growth of the company, The Head of Data and Technical Operations, Ms. Francia Bartolo, a crucial figure in the company, is responsible for managing all technical aspects of the company’s operations, including the management of data, hardware, and software systems. She is also tasked with overseeing the technical team and ensuring that they are working efficiently and effectively to support the company’s overall goals. She ensures the security and integrity of the company’s data and maintains a high level of confidentiality and implements measures to protect sensitive information from unauthorized access.
These three people work together as a formidable team that has been crucial to the success of the growing industry in the province. Their commitment, knowledge, and creative thinking have enabled the business to accomplish its objectives and set itself up for future success.
Foundation and Beginning: The Start-up of Intelliworx Ph.
The conceptualization of this business is not viewed as what it is now, the idea of building the business is from Ms. Francia Bartolo way back in the year 2018. When she comes back to this municipality, she sees the potential to open a sort of telemarketing business where the citizens from here have an opportunity to have this kind of job and are not able to travel far from the city. As she asks for partnership, Mr. Brent Tuason agreed to the idea and put this concept into reality. The start-up of this business becomes challenging since both of them still figure out the process and services that they should offer. Later on, they see the potential to have another partner that will contribute ideas and strategies to their plans, and that is how Ms. Nica Valera enters the scene. Ms. Valera created the name Intelliworx Ph. as she envisioned that it can portray intelligence in terms of offering a smart way of working with clients, making smart decisions, intelligent ways of coping with solutions, and producing competent and creative individuals.
As these three brains work together, there is a lot of brainstorming until they come up with well-established plans. They start by creating a website to let people know their brand. The start of the first business operation was in January 2020, the office rented a computer shop where they hired five (5) agents, and offered telemarketing services to their international clients. The first day of airing this simple business venture was not easy, they were overwhelmed since their first client promised a good income but in reality, during that day they had zero sales. The struggle continued for more than one month of operations, and they decided to stop renting the computer shop and moved to the new office and bought second-hand computers. Before the pandemic, Mr. Brent was pressured to not terminate any employees and continue operations despite no profit coming into the office.
The business aired for less than three months before the management felt unmotivated to continue the business and officially close the company, in March 2020. In April of the same year, while Covid-19 was at the peak of its curve, the three founders parted ways. One of the brains of this office came up again with another strategy but this time they take a risk of opening a new service to offer.
ACADSOC; Online Tutors for Chinese Students
The reopening of Intelliworx Ph. was held in the old storage facility of Mr. Brent’s family in May 2020. The service was Online English as a Second Language or ESL tutoring, a Filipino-based online tutoring service for Chinese students, this provides instruction on reading, writing, and speaking to individuals whose native language is not English. The difficulties that they face before the effectiveness of this service are they struggle to look for suitable tutors as the individual training to pass in this institution is not easy. They should follow the strict procedure to be able to gain the trust of the Chinese authorities to allow them to teach their children. After two months of training an employee, only one agent passed and that’s become the stepping stone for the company to earn profit and be able to hire 26 more agents and have 24/7 working hours. The joy and motivation felt in the ambiance of the whole office from the months of failed trial and error, ESL services give them a lesson about the process of the industry that they are operating and through this, they are learning techniques and strategies to produce competent individuals.
Catering Possibilities: New Environment and The Start of Virtual Assistant
The eagerness to take the risk and explore the BPO industry will not end in that service, in the following month they will not stop sending emails and find more clients. The team decides to provide virtual assistant services in November 2020, even though they are aware that this is yet another significant risk to take and that it is a crucial account that should be understood before being put into operation. From 26 agents specializing in nurturing young minds to the introduction of a Virtual Assistant, the team became a bigger family, they quickly outgrew their old office space and because of that the old water station where the office operation is held will become crowded. The management recognized that they needed to find a new, more comfortable space to accommodate their expanding team. They set out to create their ideal office environment, one that was wide, cozy, and attractive and began to remodel their new space to make it a reality.
The Loss of Major Account
The air that all BPO companies breathe is their clients’ businesses, given the fact that losing a single service from them is a major downfall for this company, especially those who are in their start-up phases. While witnessing the growth of this company, Chinese authorities ban private academic tutoring which is the major account of Intelliworx at this time. From established less than fifty (50) agents down to twenty (20) employees, the people behind Intelliworx feel unmotivated, some of the staff resigned and sought other opportunities from different places since the threat of being unemployed will continue if this company goes bankrupt.
Failed? Construct New Strategies
The team at Intelliworx Ph. was not one to be deterred. After careful analysis of their situation and marketplace, they identified areas where they could gain a competitive edge by implementing new strategies tailored for growth. The progress of the office looks stagnant, in January 2021 they came up with new but costly marketing. They fought back against the playful destiny and kept their employees safe. April 2021 is the month of retrieving, the three brains work together and change the business strategy and focus on investing in the name of Intelliworx Ph. to market to a wide range of audiences. Improving the mindsets and perspectives by building a strong organizational structure and brand name. The office closed 25 seats from different clients and businesses, and they achieved 45 employees in that month. The expansions of the department are felt in every corner of this workplace.
Home in different Shapes; Unraveling Intelliworx Ph. Departments
The growth of Intelliworx has been remarkable since its inception. From a small team of individuals nurturing young minds, they have now expanded into different departments and services. The office of Intelliworx has now grown into four departments that provide various services to clients.
Communication Specialist: The Customer Service Representatives
The Customer Service Representatives or CSR departments in this office are the first services that they offer to the client. One of their expertise is dealing with different kinds of customers. They provide customer support to clients and ensure that all customer inquiries and concerns are addressed promptly, helping customers and addressing problems relating to questions about goods or services, technological difficulties, billing and payment problems, and any other issues that may be of a customer-related concern. The CSR team is essential in maintaining a positive relationship between Intelliworx Ph. and its customers. They are the front-line representatives of the company, and their efforts in providing excellent customer service are critical to the success and growth of the business.
Maximizing Efficiency: The Virtual Assistant Team
One of their main services is the Virtual Assistant team, which helps clients with administrative tasks such as email management, data entry, scheduling appointments, and other administrative tasks. They can handle various tasks such as managing emails, scheduling appointments, data entry, social media management, and other administrative tasks. This team has the individual strength to hold and support different kinds of businesses.
Innovating Strategies: Digital Marketing Department
The expanding family of Intelliworx Ph. embraces the entry of Digital Marketing. This department handles the creation and execution of digital marketing campaigns, including social media management, content creation, email marketing, copywriting, and innovative strategies to achieve business success. The significant contribution of the Digital Marketing Department in the Intelliworx Ph. landscape cannot be overstated. This sector allows them to connect with their customers in a more targeted and personalized way, build brand awareness, and increase sales and revenue.
Master of Art and Web Developing: Creatives Team
The Creatives team is a group of talented individuals who are masters of art and web development in this office. They are the ones who are responsible for creating visually appealing and engaging designs for the clients’ websites, social media pages, and other marketing collateral. Moreover, the Creatives team is committed to staying up-to-date with the latest trends and technologies, ensuring that their clients receive cutting-edge solutions that are both innovative and effective. They are constantly exploring new techniques, tools, and design trends to provide their clients with the most advanced solutions possible. With their combination of technical skills and artistic flair, the Creatives team is well-equipped to provide clients with innovative, effective solutions that help them stand out in today’s competitive market.
With these departments in place, Intelliworx Ph. can offer their clients a full range of services to help them grow their businesses. The growing number of departments and services that Intelliworx offers is a testament to their dedication to providing high-quality services to their clients and their commitment to continue expanding their operations to cater to more clients in the future with the great ambiance and safe working environment for their teams and departments.
Entertainment: Having Fun while on the Job
When we think about work, the first thing that comes to mind is often the routine of tasks and responsibilities that we need to accomplish to earn a living. Intelliworx Ph acknowledges the importance of having a positive workplace culture and providing opportunities for their employees to have fun and enjoy themselves while on the job.
Celebration of Wins: The Intelliworx Ph. Townhall
The town hall event was celebrated every last week of the month, this is an avenue where the company aligns and communicates to all employees about the updates of the office. This is the opportunity to open and discuss all questions and concerns about the office, be informed about the plans, and celebrate the wins. Every department will present its team’s highlights, updates, and plans, and mention the most recognizable members. Every month they follow different themes to let their employees wear their most preferred clothes following the theme of event. This event can last for two (2) to three (3) hours, after the updates all staff gathers and get their food provided by the management.
Participation in Monthly Events
This special celebration in the office has different aims and objectives, but the main purpose of this event is to make working fun.
The Year-end Party
In 2022, Intelliworx Ph. went above and beyond with their year-end party, with a masquerade theme that added a touch of glamor and mystique to the festivities. The event was held at a luxurious hotel ballroom of Seasons Hotel and Convention Center in San Jose, where guests were greeted with an elegant masquerade décor, complete with ornate masks and glamorous dresses. The program kicked off with a warm welcome from the CEO, followed by a review of the company’s achievements over the past year. The highlight of the evening was the awards ceremony, where outstanding performers were recognized for their hard work and achievements. The atmosphere was electric as colleagues cheered for each other, bonding over the shared successes of the company. The event also featured a sumptuous dinner buffet and department performance. The year-end party was more than just a night of celebration. It was also an opportunity for Intelliworx Ph. to reinforce the importance of team building and camaraderie in the workplace. This camaraderie will serve them well as they tackle the challenges and opportunities of the coming year.
Valentine’s Day Celebration of Love
Unleashing creativity and team effort, each department decorates its designated areas resourcefully. Instructing that they strictly use recyclable materials in decorating their spaces. This happened on February 10, 2023, in anticipation of the upcoming Valentine’s day. There are a set of criteria to judge their decoration and the department that gets the highest points is The Virtual Assistant Team.
Developing Strong Bond: Team Building
Intelliworx Ph recognizes the importance of team building in promoting a healthy work culture. They believe that by engaging in various team-building activities, employees can develop strong relationships with their colleagues, leading to a more positive and productive work environment. The first-ever team-building activity that this office hosted was in October 2022 held in Biggy’s River Resort in Rizal in the same province. This event is highly anticipated by employees as it allows them to showcase their leadership skills and teamwork while bonding with their colleagues. They engage in activities such as yell competitions, caterpillar races, and other recreational activities. These activities allow employees to unwind and have fun while building strong connections with each other. Through these team-building activities, Intelliworx Ph can create a strong sense of community among its employees. It promotes a positive work environment where employees are encouraged to work together and support each other. This translates to a more productive and efficient team, with improved communication and collaboration.
Entertainment in the workplace can take many forms, from team-building activities and games to events and outings outside of the office. Whether it’s a holiday party, a company picnic, or a simple game of office trivia, these activities can help employees bond and build strong relationships with their colleagues.
Turning Provincial Struggles into Business Success
No matter the industry, success is never guaranteed. Intelliworx Ph. was no exception – as a province-based company, it had to contend with unique struggles specific to local businesses: frequent rotational brownouts, unstable internet connections, limited access to resources and networks, difficulty in reaching out beyond the province, and finding ways to break into an already-saturated market.
Frequent Rotational Brownouts and Unexpected Power Shutdowns
Another challenge they faced was an unfavorable economic climate as many local businesses had already shut down due to the recession. This meant the decade-long problem in Occidental Mindoro province which is the shutdown and rotational brownout. Since this kind of business has mainly relied on electricity to continue the operation it becomes a struggle for the office to work effectively when they are unable to catch up with the demands of the client, it also adds that they can’t tolerate the scorching heat in the office since the power supply is not enough to light up the whole town. The office considered investing in a generator and backup internet connection. This will ensure that your business operations can continue even during a power outage or internet downtime.
Battling with Unstable Internet Connectivity
This office operation relies heavily on internet connectivity to communicate with clients, manage projects, and conduct business operations efficiently. One of the biggest struggles that this company faced is an unstable internet connection. This can lead to delays in project delivery, poor communication with clients, and decreased employee productivity. The unstable internet connection results in significant financial losses due to missed deadlines, unsatisfied clients, and reduced employee productivity. To address the issue of this province, they invest in a reliable internet service provider, upgrade their network infrastructure, hire an IT professional, and use cloud-based applications that can function effectively even with limited bandwidth.
By maintaining a positive attitude and embracing the challenges that come with running a business in a province. These struggles help develop resilience and resourcefulness. Running a business region can be challenging, but it is possible to turn those struggles into success by having a backup plan, leveraging local resources, prioritizing communication, thinking beyond the local area, and maintaining a positive attitude.
Engagements: Stepping into Wider Community
In stepping into the wider community Intelliworx Ph. making noise in this industry, and has recently been invited to speak and share its story with a wider community. The company’s contribution to the continuous growth of the BPO industry in the country has caught the attention of various magazines and social media platforms.
An Interview from Fortune Magazine
Last February 13, 2023, Intelliworx PH was invited as one of the Philippines’ BPO representatives to be interviewed by the US-based Fortune magazine for their Asia Pacific edition. Given the chance to discuss what it means for a province-based startup firm like Intelliworx to contribute to the steady expansion of the Philippine BPO sector. Thus this opens an opportunity to inspire others to start their businesses and to demonstrate that success can be achieved, even in the face of struggles and challenges.
The Business Name was Quoted in Manila Times News
In the News about “BPO Industry Thriving Despite the Pandemic”, issued on October 11, 2022. The name and co-founder of Intelliworx Ph. are being quoted as part of the biggest industries that let employees work from home during lockdowns in the Philippines during the challenges of the infectious virus of Covid-19.
Tell Inspiring Story in Ph. Marketing Company: The Podcast
Listening to the modern-day radio program, a podcast where the Intelliworx Ph. Founders are invited to share a brief start-up story of this kind of business that has not been an exception for a different kind of struggle in achieving what they have now.
Payoneer Magazine
With more than 974k page likes and 1M total followers on their social media accounts, Payoneer, a Commerce Technology Company asked Intelliworx Ph. for submission to feature on their page. Their firm is a well-known company that allows this modest office to interact with a large audience.
Inspire the Aspirant: Local School Workshops and Seminars
The roaring name of Intelliworx Ph. is first recognized by local schools in the town where they are located, San Jose Occidental Mindoro. Being able to speak and capture millennial students to explore their capabilities and see the potential in this kind of industry. Local schools open their doors to spark students’ interest and broaden their understanding of this business.
Divine Word College of San Jose
The Intelliworx team participated in the Junior and Senior High School Career Guidance week of Divine Word College of San Jose, this school was one of the leading educational institutions in the province of Occidental Mindoro. Opening a possibility to explore this kind of business and profession for the young mind is the key essence of the talk. Inspiring them with a short but meaningful story that will help them discover their limitless potential to strive for their future.
Occidental Mindoro State College
One of the co-founders of Intelliworx Ph. joins to speak at the event for a Pre-Internship program of the students of Hospitality Management from the College of Arts, Science, and Technology department at OMSC Gymnasium. The event was aimed at providing the students with a comprehensive understanding of the various aspects of services that they offer and a brief introduction to the business. The co-founder of Intelliworx Ph. shared her experiences in the industry and highlighted the importance of these skills, not just for those pursuing a career in hospitality, but for anyone looking to succeed in a customer-centric industry. The talk was a great success, Intelliworx Ph.’s participation in the event demonstrated its commitment to contributing to the growth and development of the local community and the industry as a whole.
This kind of engagement and invitation to speak and share the story on this platform is a recognition of the company’s achievements and a step towards inspiring others to follow in their footsteps.
Moving Forward: Excel in the Industry
Building a provincial company in the face of adversity is challenging and at the same time overwhelming, stepping into the ground of this dynamic industry has a lot of challenges to be faced. Intellworx’s plans are both ambitious and realistic. Focusing on expansion, service improvement, employee training, and development, and promoting Mindoro as a main contributor to job opportunities. By attracting more businesses to the area, the company is helping to stimulate economic growth and create a better future for the local community, the company is poised for long-term success and growth.
The success of Intelliworx Ph is a remarkable story brought about by the hard work and dedication of its people. Despite facing several struggles, they persevered and rose to the opportunity presented in international markets. Having overcome many challenges, they continue to strive to become one of the most sought-after successful companies and continue to write their legacy. Their journey is a great example of success for those who may be facing similar struggles and inspiration for provinces that could benefit from similar growth.
