Case Study: Successfully Launching thebigword’s Miami and US Expansion Phase 1 and more to come
Introduction
Expanding into a new market is always a challenge, especially when it involves scaling operations, integrating multiple systems, and ensuring compliance with stringent regulations. For thetigword, a global leader in interpreting services, establishing a new call centre in Miami was a strategic move to enhance automation, improve efficiency, and outperform competitors reliant on manual processes. This case study outlines the challenges, solutions, and key takeaways from this successful expansion.
Project Objectives & Business Impact
TheBigWord’s Miami expansion aimed to:
✅ Establish a fully operational call center with a trained workforce.
✅ Build upon an existing interpreter network, scaling it to 600+ interpreters.
✅ Onboard and train 48 client accounts (“projects”) with a seamless rollout plan.
✅ Develop, test, and integrate six interconnected systems to support the new operational model.
✅ Maintain a contractual fulfillment rate from day one, exceeding industry benchmarks.
This expansion was pivotal as it allowed TheBigWord to leverage its automation-first approach, reducing costs while ensuring faster and more reliable service delivery.
Challenges & Complexities
1️⃣ Late Engagement & System Configuration Assumptions
The team had to configure critical systems based on internal expertise, refining them later through client validation.
This required a highly agile approach, balancing flexibility with structured scope management.
2️⃣ Capacity Constraints
The global team was managing multiple business opportunities simultaneously.
Ensuring effective resource allocation and maintaining project momentum were key challenges.
3️⃣ Legacy Data Integration
Migrating services from old systems to a new, isolated platform required extensive functionality redevelopment.
This was essential to reduce technical debt and future-proof operations.
4️⃣ Client Adoption & Training Gaps
Differences in client expectations and system usage required additional training.
Phase 2 will focus on process refinements, refresher training and more client project being onboarded to ensure continued success and growth.
Project Execution & Solutions
🔹 Parallel Validation Approach
Final end-to-end testing was conducted internally while running intensive workshops with the client.
Reviewing scope documents and contractual obligations helped align expectations early.
🔹 Optimizing Capacity & Collaboration
Established a steady cadence of project calls, ensuring each session was highly effective.
In-person collaboration in the office improved team alignment and decision-making speed.
Maintained a dynamic MS Project plan, evolving as the project progressed.
🔹 Training & Hypercare Strategy
On-site training in Miami ensured a strong knowledge foundation for the new team.
Hypercare support involved senior team members remaining on-site initially and then transitioning to remote US-hours coverage for seamless communication.
Key Results & Achievements
🚀 97%+ fulfillment rate achieved from day one.
🚀 48 client projects successfully onboarded and trained.
🚀 600+ interpreters fully integrated into operations.
🚀 Six new systems configured, tested, and deployed.
🚀 The customer is extremely satisfied, and Phase 2 is now in planning.
Lessons Learned & Best Practices for PMs
✔ Validate assumptions early – Engage clients in the scoping phase to refine system configurations.
✔ Leverage a structured but flexible approach – A mix of in-person collaboration, detailed project tracking, and adaptive planning ensures smoother execution.
✔ Plan for continuous training & optimization – Initial onboarding is just the beginning; ongoing training enhances adoption and efficiency.
✔ Time zone alignment matters – Adapting to US business hours post-launch improved communication and responsiveness.
Conclusion:
Scaling Success for the Future
TheBigWord’s Miami expansion sets a strong foundation for future U.S. market growth. By prioritizing automation, structured project management, and agile execution, the company has positioned itself as an industry leader in interpreting services. With Phase 2 in the pipeline, the focus remains on refinement, scalability, and continued excellence.
📩 Want to learn how expert project management can drive operational success? Let’s talk!
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