Customer Support Outsourcing
The unglamorous work, done accurately, every day
Order processing, catalogue updates, invoice matching, document handling — the work nobody tweets about and every business runs on. We staff it at per-seat rates that make in-house hiring look eccentric.
Overview
Back office outsourcing at Aadhya
Back office outsourcing moves repeatable operational work to a managed offshore team: order and returns processing, product catalogue management, billing and invoice reconciliation, document processing, CRM hygiene and reporting packs. Rule-based, volume-driven, accuracy-scored.
Every process gets a written SOP before go-live, a 4-eyes QA layer while accuracy stabilises, and throughput dashboards after. Data-heavy processes plug into the data services desk; customer-facing edges into the support team.
At a glance
- Typical processes
- Order ops, catalogue, billing, documents, CRM upkeep
- Accuracy
- 99%+ after stabilisation, QA-sampled daily
- Turnaround
- Same-day or next-day batches, your choice
- SOPs
- Written by us, owned by you
- Security
- Least-privilege access, NDA, office-only work
- Pricing
- Per seat / month or per 1,000 items
What you get
Built for accountability, not activity
- SOPs before keystrokes: each process documented with screenshots and decision rules; ambiguities resolved with you once, not per-item.
- Double-key QA during ramp: two agents, compared outputs, until measured accuracy clears 99% — then sampling.
- Throughput visibility: items processed, error rate and backlog age, daily, in a dashboard you can open anytime.
- Cross-trained seats: every process has at least two trained agents, so leave and attrition never stall a queue.
- Volume elasticity: seasonal spikes absorbed with bench capacity at agreed rates.
How it starts
- Map
- We record your process once with a screen-share, draft the SOP and the exception list.
- Ramp
- Two weeks double-keyed QA until accuracy stabilises above target.
- Run
- Daily batches with throughput + error dashboards; exceptions routed to your named owner.
- Improve
- Monthly: automation candidates flagged — we would rather script a step than bill a seat for it.
Pricing shape
How this service is priced
Exact rates live on the pricing page — published, because serious buyers filter on it.
- Per seat
- Dedicated operators, monthly. Best for continuous queues.
- Per 1,000 items
- Transactional pricing for measurable units (orders, SKUs, documents).
- Project
- Fixed quote for one-off backlogs: migrations, cleanups, catalogue builds.
Fit check
Built for some teams. Wrong for others.
Honest scoping saves both sides a month. This desk fits when:
- Ops teams where skilled staff spend afternoons on copy-paste work
- Businesses with daily/weekly recurring processes that are documented — or documentable
- Companies needing surge capacity for seasonal processing without seasonal hiring
Probably the wrong desk if: One-off tasks under ~$300 where setup outweighs the work; Processes requiring judgment calls nobody can write rules for; Work needing onshore data residency by regulation.
The Aadhya way
Back office is where outsourcing either becomes infrastructure or becomes a mess: the difference is SOPs, redundancy and dashboards. We run it like a small factory — inputs counted, error rates published, second operators trained — because "the person who did that left" should never be a sentence your business says. The factory metaphor is deliberate: predictability is the entire product, and predictability is built from documentation, cross-training and counting — never from heroics.
Questions buyers ask
Dedicated seats from ~$600–$900/month depending on process complexity; per-item pricing for countable units. Both on the pricing page. A seat here typically replaces $2,800+ of onshore fully-loaded cost.
High-volume, rule-based, low-ambiguity: order processing, catalogue updates, invoice matching, document indexing, CRM deduplication. If you can describe it as a checklist, it outsources well.
Double-key verification during ramp, daily QA sampling after, error-rate on the dashboard, and a re-work commitment: our mistakes are corrected on our time, not billed twice.
Yes — NetSuite, SAP B1, Zoho, Tally-adjacent stacks, custom admins. Least-privilege accounts, activity logs on, access revocable instantly.
Agreed per process: same-day for continuous queues, next-morning for overnight batches (India’s timezone means your evening drop is done before your morning coffee).
Office-only workstations, no personal devices, NDA-bound staff, role-limited system access, and no local exports unless a process explicitly requires one you approve.
One seat, or roughly 3,000 items/month on transactional pricing. Below that, a shared fractional seat usually fits — ask.
Happily. Monthly reviews flag steps worth scripting; we build the script (or the bot) and the seat count drops. Clients who stay do so because throughput grows, not because we hoard manual work.
Simple processes: SOP in 3 days, ramped in two weeks. Complex multi-system flows: 3–4 weeks to stabilised accuracy.
Yes — VPN-restricted access, your VDI environments, IP allowlists and screen-recording where your compliance requires it. It adds a little latency to the ramp and nothing to the rate; the constraint goes into the SOP like any other rule.
A VA is a person; this is a process with redundancy, QA, dashboards and a manager. When your VA is sick, work stops; when one of our operators is, the cross-trained second seat runs the queue.
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Next step
Start with a pilot, not a contract.
Describe the queue, the list or the workload. You get a written pilot plan and a fixed quote within 48 hours — and the pilot itself proves us before you commit to anything longer.