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Accelerate Your Agency’s Success by Scheduling Your Free Consultation

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C9 Staff Means: Competent, Transparent Results.

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Agencies of all shapes and sizes are facing increased global competition from around the world. The Covid-19 pandemic has accelerated an already rapidly changing marketplace by putting increased pressure on agencies to cut costs, find opportunities to differentiate their services, expand their offerings and capture new marketshare.

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We are the “invisible” secret weapon enabling some of the biggest agencies in the world to scale their revenue 100x by deploying and managing their overseas staff from our six global recruitment markets including (1) South America, (2) Eastern Europe, (3) Middle East, (4) India, (5) Southeast Asia and (6) Africa.

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We’ve invested years and enormous financial resources around the world to source highly vetted staff that can (1) speak English, (2) are willing to work within your local market’s time zone, (3) possess the resumes and portfolios that are aligned with your company’s standards and (4) have reliable workspaces and internet connections for consistent and reliable services.

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We can also have our staff complete any test output as a demonstration of technical competency before being hired by your agency.

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Not ready for a consultation? Click here to fill out webform

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Examples of services we have provided for our clients including deploying and managing scalable teams (sizes of 1 staff to 300+ staff) consisting of:

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Frontend, Backend or Full Stack Website Developers

(i.e. Shopify, WordPress, BigCommerce, Weebly, Squarespace, Wix, Joomla, Drupal, etc)

Frontend, Backend or Full Stack Website Developers

(i.e. Shopify, WordPress, BigCommerce, Weebly, Squarespace, Wix, Joomla, Drupal, etc)

SEO specialists, Copywriters, Content Writers, Motion Graphic and Video Editors

SEO specialists, Copywriters, Content Writers, Motion Graphic and Video Editors

Media Buyers and PPC Specialists

Media Buyers and PPC Specialists

Social Media Marketers

(Facebook, IG, Twitter, Pinterest, Youtube, TikTok, etc)

Social Media Marketers

(Facebook, IG, Twitter, Pinterest, Youtube, TikTok, etc)

Email Marketing Specialists

(MailChimp, Klaviyo, AWeber, iContact, GetResponse, Constant Contact, etc)

Email Marketing Specialists

(MailChimp, Klaviyo, AWeber, iContact, GetResponse, Constant Contact, etc)

Website Designers, Graphic Designers, UX/UI Web and Mobile Application Designers

Website Designers, Graphic Designers, UX/UI Web and Mobile Application Designers

E-Commerce Specialists

E-Commerce Specialists

Software Developers

(i.e. Python, SQL, Java, JavaScript, C++, C#, PHP, C, etc)

Software Developers

(i.e. Python, SQL, Java, JavaScript, C++, C#, PHP, C, etc)

Website and Software QA (Quality Assurance) Testers

Website and Software QA (Quality Assurance) Testers

Account Managers

(Client Facing and Non-Client Facing)

Account Managers

(Client Facing and Non-Client Facing)

Project Managers

Project Managers

Agency Sales Executives

(Client Facing)

Agency Sales Executives

(Client Facing)

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C9 Staff stands apart from the competition by being a pioneer of our business model and one of the only companies in the world specializing in the deployment and management of full in-demand remote staff roles within lower cost, high quality global recruitment markets. The staff we’ll deploy for your agency can “live inside your company’s world” and report directly to you or your leadership teams and/or one of our experienced agency Project Managers assigned as your primary point of contact for ease of setup and best-in-class communication within our industry.

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Your consultation will be with Stephanie Tanhueco

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Meet Stephanie!

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Stephanie is the head of our North American business acquisition and operations. She has extensive experience dealing with CEOs, CMOs, business owners, entrepreneurs, and high-level executives looking to expand their creative and technical teams through our managed outsourced services.

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Don’t let her sweet smile fool you – Stephanie is extremely adept at finding out the operational pain points of your company and recommending services that match your needs. With the myriad staffing solutions that C9 Staff offers with different levels of proficiency across 9 different industries, this is not an easy feat. But Stephanie is able to do it without missing a beat and wows clients every step of the way.

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So, are you ready to find out how C9 Staff can help drive your revenue up while keeping your payroll costs down? Instantly book your consultation with Stephanie today.

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Our End-to-End managed Services

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01

Sourcing

Having access to a credible and quality talent pool in an emerging market can be difficult and expensive. We give you access to our proprietary C9 Staff Talent Network representing the top percentile of talent within the Philippines.

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02

Recruitment

Recruitment is an expensive and time-consuming process. We solve this for you by taking on the role of facilitating your staffing requirements and recruiting top candidates for immediate hiring or final screening by your team

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03

Interviewing

 We conduct detailed interviews where we evaluate candidate resumes, portfolios, English language skills, internet connectivity, video and audio call clarity, punctuality and more to ensure you`re only dealing with the absolute best candidates.

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04

Background Checks

We provide background checks on candidates. This includes verification of their resumes, portfolios and conversations with previous employers.

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05

Hiring

We communicate job offer letters to your hired staff. We ensure staff work in your local organization’s timezone and a clear understanding of their job description and expectations surrounding employment.

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06

Payroll and Contracts

We handle payroll and provide your staff legal contracts that provide you valuable protections such as non-complete agreements, non-disclosure of communications, confidentiality and immunity.

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07

Flexible Infrastructure

If needed we can provide your staff a physical office. These facilities include fiber optic internet with backup redundancy, high performance computer systems, backup power generators and 24/7 IT support services.

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08

Dedicated Account Strategist

Every client is assigned a dedicated account strategist who provides your team leadership, management, supervision, and reporting.

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09

Unlimited Staff Scaling

If you’re interested in scaling your teams with us, our account strategist will provide the process standardization, quality consistency and leadership to ensure that your team succeeds whether your team size is 1 or 500 members.

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10

Unlimited Candidate Replacement

Not happy with one of your staff members? Have no fear. As a standard feature our service, we provide unlimited replacements on any professionals failing to meet your expectations until you are completely satisfied.

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11

Risk Free Billing and Contracts

Upon signing a contract with us your first payment won’t begin until 30 days after your staff starts working for you. We provide complete transparency to reduce your risk and make it easy for you to get started with your team.

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01

Sourcing

Having access to a credible and quality talent pool in an emerging market can be difficult and expensive. We give you access to our proprietary C9 Staff Talent Network representing the top percentile of talent within the Philippines.

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02

Recruitment

Recruitment is an expensive and time-consuming process. We solve this for you by taking on the role of facilitating your staffing requirements and recruiting top candidates for immediate hiring or final screening by your team

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03

Interviewing

 We conduct detailed interviews where we evaluate candidate resumes, portfolios, English language skills, internet connectivity, video and audio call clarity, punctuality and more to ensure you`re only dealing with the absolute best candidates.

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04

Background Checks

We provide background checks on candidates. This includes verification of their resumes, portfolios and conversations with previous employers.

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05

Hiring

We communicate job offer letters to your hired staff. We ensure staff work in your local organization’s timezone and a clear understanding of their job description and expectations surrounding employment.

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06

Payroll and Contracts

We handle payroll and provide your staff legal contracts that provide you valuable protections such as non-complete agreements, non-disclosure of communications, confidentiality and immunity.

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07

Flexible Infrastructure

If needed we can provide your staff a physical office. These facilities include fiber optic internet with backup redundancy, high performance computer systems, backup power generators and 24/7 IT support services.

 

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08

Dedicated Account Strategist

Every client is assigned a dedicated account strategist who provides your team leadership, management, supervision, and reporting.

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09

Unlimited Staff Scaling

If you’re interested in scaling your teams with us, our account strategist will provide the process standardization, quality consistency and leadership to ensure that your team succeeds whether your team size is 1 or 500 members.

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10

Unlimited Candidate Replacement

Not happy with one of your staff members? Have no fear. As a standard feature our service, we provide unlimited replacements on any professionals failing to meet your expectations until you are completely satisfied.

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11

Risk Free Billing and Contracts

Upon signing a contract with us your first payment won’t begin until 30 days after your staff starts working for you. We provide complete transparency to reduce your risk and make it easy for you to get started with your team.

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Our Competitive Edge

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Save up to 70% off your payroll

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Access to our C9 Staff Talent Network

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End-to-End Management & Productivity Tracking

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Staff Background Checks

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Flexible Infrastructure

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Direct Client Communication with Staff

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Dedicated Account Strategist

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Risk Free Billing

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Verified Staff English Language Speaking & Writing Assessments

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Verified Staff Audio & Video Internet Speeds

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CASE STUDIES OF CLIENTS
ENJOYING OUR END-TO-END SERVICES

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ENJOY OUR PORTFOLIO OF PREVIOUS PROJECTS

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PrimeHub Apple Watch

Teenz Shop

Lights & Prism

Ms Bunbuns

Poppy Angeloff

Loune USA

Craftsy

Trojan Pool Services

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[/et_pb_code][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ disabled_on=”on|off|off” admin_label=”Our Clients Speak Desktop” _builder_version=”4.6.5″ background_image=”https://c9digital.com/wp-content/uploads/2020/08/testimonial-bg-opt.jpg” custom_padding=”5em||280px||false|false” global_module=”2697″ global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ header_text_color=”#ffffff” header_2_font=”Proxima Nova Bold||||||||” header_2_text_align=”center” header_2_text_color=”#ffffff” header_2_font_size=”45px” header_2_line_height=”1.4em” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|desktop” global_colors_info=”{}”]

OUR CLIENTS SPEAK

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We’ve worked hard with C9 Staff for years and they have done an outstanding job of helping our brand build our customer service department. They are experts in developing, training and deploying Philippines-based staff for businesses of all industries and sizes. As a result of C9 Staff, we have seen an improvement in our first call resolution, overall customer service satisfaction, online reviews, brand reputation, and growth. We look forward to continuing to grow with C9 Staff and the entire team they’ve deployed for We look forward to continuing to grow with C9 Staff and the entire team they’ve deployed for Amax Group.

ADAM MCENANEY,  Accountant Executive
Amax Group USA

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C9 Staff helped us hire a Digital Ads Specialist that introduced us to a game-changing technology that we didn’t know existed. We launched several digital campaigns that got us ranked #1 on Google and has played a strong role in our enviroment.

LEO,  Owner
Leon Authentic Mexican Grill

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C9 Staff provided us a Facebook Ads
Specialist who helped us get our resorts
fully booked!

MONICA,  Marketing Assistant
PALAYA NATURAL FARM

 

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OUR CLIENTS SPEAK

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We’ve worked hard with C9 Digital for years and they have done an outstanding job of helping our brand build our customer service department. They are experts in developing, training and deploying Philippines-based staff for businesses of all industries and sizes. As a result of C9 Digital, we have seen an improvement in our first call resolution, overall customer service satisfaction, online reviews, brand reputation, and growth. We look forward to continuing to grow with C9 Digital and the entire team they’ve deployed for Amax Group.

ADAM MCENANEY, Accountant Executive

Amax Group USA

C9 Digital helped us hire a Digital Ads Specialist that introduced us to a game-changing technology that we didn’t know existed. We launched several digital campaigns that got us ranked #1 on Google and has played a strong role in our enviroment.

LEO, Owner

Leon Authentic Mexican Grill

C9 Digital provided us a Facebook Ads Specialist who helped us get our resorts fully booked!

MONICA, Marketing Assistant

PALAYA NATURAL FARM

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READY TO BOOK YOUR FREE CONSULTATION?

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Bringing 150-Year Old Initiatives To The Digital Age Through Modern Marketing Methods – All For The Ageless Cause Of Promoting Humanitarianism

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The International Committee for the Red Cross is the renowned global humanitarian non-profit organization based in Geneva, Switzerland with a gross value of CHF 218.2 Million (US$ 225.95M) as of 2018. For more than 150 years now, the ICRC has championed humanitarian principles and has led the global response to emergencies and situations where the safety and welfare of human lives are at stake. Even as a private organization, it has influenced numerous governments to adapt universally accepted humanitarian principles in their respective national legislations.

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Since its establishment in 1863, the ICRC has lived up to its mandate of providing relief during calamities and disasters, as well as protecting victims of international and internal armed conflicts around the world. The organization actively provides physical, emotional, and psychological support for victims that include war-wounded prisoners, refugees, civilians, and other non-combatants.

ICRC tapped C9 Digital in its undertaking to embrace the digital age by transitioning from its century-old traditional marketing methods into state-of-the-art digital marketing campaigns and initiatives to bridge the gap between their timeless humanitarian cause and initiatives and the modern generation.

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C9 Staff wasted no time in studying and evaluating all information provided by ICRC. All things considered, C9 Staff identified the need for a Social Media Ad Specialist and Google Search Advertiser. If hired locally, such service can cost ICRC almost US$ 6,000 in payroll cost each month. C9 Staff, however, was able to provide an expert Digital Marketing Specialist to ICRC at a far lower cost but with high-quality results.

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RESULTS

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C9 Staff went above and beyond in realizing ICRCs humanitarian thrusts by hiring a top-caliber search engine and social media marketing expert at a very affordable rate resulting in payroll savings of up to US$ 4,000 every month.

The digital marketing specialist hired by C9 Staff for ICRC was carefully selected through a rigorous recruitment process and successfully embodied the ideals of ICRC in its foray into the digital age.

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INCREASING CUSTOMER SATISFACTION AND ENHANCING THE BRAND IMAGE WHILE CUTTING CUSTOMER SERVICE COSTS BY UP TO 60%.

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AMAX Group International is a leader in consumer electronics manufacturing and design. For over two decades, AMAX Brands has continued to develop high quality and innovative consumer electronics products in a market that spans the globe. AMAX Group USA is a Texas-based $50-million subsidiary of this global brand that manufactures and markets consumer drones, RC cars, and other remote-controlled toy products.

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AMAX Group USA is a relatively new start-up based in Texas that manufactures consumer-grade drones and toy products under the globally recognized AMAX Brands. It is currently reputed to be one of the biggest toy manufacturers in North America.

AMAX Group USA has relied on the traditional marketing method of deploying sales teams to physically introduce and market products to major retailers such as Walmart, Costco, Target, and Kroger, among others. Soon after, the company felt the need to benefit from a dedicated customer service system to deal with its growing technical sales, and after-sales customer support channels.

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C9 Digital wasted no time in studying and evaluating all information provided by ICRC. All things considered, C9 Digital identified the need for a Social Media Ad Specialist and Google Search Advertiser. If hired locally, such service can cost ICRC almost US$ 6,000 in payroll cost each month. C9 Digital, however, was able to provide an expert Digital Marketing Specialist to ICRC at a far lower cost but with high-quality results.

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RESULTS

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C9 Staff deployed the best customer service team for AMAX Group, spending no more than $13,000 per month for the entire team. Compared to similar teams based in North America which could cost more than $28,000 for locally-hired agents, C9 Digital guaranteed savings of no less than 60% in payroll costs for AMAX Group.

C9 Staff also helped reduce costs that could potentially impact revenues during the off-season in the toy retail industry.

C9 Staff was able to boost customer satisfaction, thereby ensuring retention as a result of its customer care process. It rapidly responded to after-sales customer complaints, improved brand reputation, produced higher repeat business rates, and generated positive online reviews from satisfied customers more than ever.

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A STATE-OF-THE-ART AUDIO TECHNOLOGY COMPANY + CUTTING-EDGE SEO AND DIGITAL MARKETING STRATEGIES = RESULTS THAT RESONATE ACROSS THE GLOBE

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Native Instruments is a leading manufacturer of software and hardware for computer-based audio production and disc-jockeying (DJ). The company’s mission is to develop innovative, fully-integrated solutions for all musical styles and professions. In 2019, Native Instruments has raised a total of $58.9 million in funding with an estimated annual revenue of $103.2 million. Native Instruments has over 500 employees with offices in Los Angeles, Toronto, Tokyo, London, Paris, and Shenzhen.

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A Berlin-based GmBH digital audio technology company, Native Instruments is a leader in digital music creation and performance, with audio products popularly used onstage and in the studio by global stars and sound industry legends.

For over 20 years, Native Instruments has been at the heart of musical innovation as it pursued its vision to inspire and empower music lovers around the world. Its ground-breaking platforms have created thriving creative communities, with products and services consistently pushing technological boundaries and opening new creative horizons for professionals and amateurs alike.

Native Instruments has been strengthening its presence in the retail market, making up 50% of its revenues and the other half from its traditional e-commerce channels.

Seeing the opportunity to tap into digital marketing campaigns to further enhance their market presence, the Chief Marketing Officer and Head of E-Commerce got in touch with C9 Staff to help strategize their goal in optimizing their online footprint through SEO and other digital marketing methods.

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C9 Staff took on the challenge by hiring a Search Engine Optimization (SEO) consultant from Eastern Europe who effectively rolled out the tailored digital marketing campaign developed for the company.

Armed with Native Instruments’ brand reputation in the market, C9 STaff devised a long-term strategic roadmap to boost search engine visibility through a comprehensive SEO package which includes both onsite and offsite optimization, backlinking, and page indexing, just to name a few.

C9 Staff undertook a stringent and rigorous recruitment process to find the ideal SEO consultant for Native Instruments with a proven track record and costs less than similarly-skilled local SEO specialists.

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RESULTS

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While SEO is a long-term program to realize the results, Native Instruments was impressed with the direction provided by C9 Staff and gave their 100% confidence in letting our SEO consultant implement the campaign.

Native Instruments agreed to take on the services of C9 Staff’s SEO consultant throughout the campaign’s duration and until such time the company starts ranking on the search engine results pages (SERP).

Native Instruments was able to benefit from a more affordable pay package that allowed them to save no less than 70%.

Native Instruments has also expressed its keen interest in turning to C9 Staff for any SEO-related concerns and other digital marketing campaigns.

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USHERING IN A € 3-BILLION EUROPEAN MANUFACTURING GIANT INTO THE DIGITAL AND ONLINE MARKET ENVIRONMENT

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Founded in 1883, Vorwerk is an international diversified corporate group based in Wuppertal, Germany. Its primary business is the direct distribution of various products like household appliances, fitted kitchens, and cosmetics.

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Vorwerk is currently recognized as one of Europe’s big-name brands with one of the largest international sales network numbering approximately 546,000 sales agents under its its US-based subsidiary, JAFRA Cosmetics. Much of its revenues are attributed to direct sales through traditional methods of deploying teams in the global market.

A large part of Vorwerk’s success lies in its consolidated group that encompasses over 27 companies worldwide, which are divided into eight main fields of business. Faced with the challenge of the rapidly-evolving global market, Vorwerk needed to take advantage of emerging market forces, not only to promote its brand to the online environment, but also to bridge the gap to generate more revenue streams with the online global consumer market.

Vorwerk’s corporate Head of Marketing enlisted C9 Staff to take on the challenge of ushering in the company into the digital and online market environment, taking into account reduced costs and ensure optimal returns on investment.

The primary objective for C9 Staff was to provide a digital marketing strategy for Vorwerk and hire the ideal digital marketing experts that will implement and manage the campaign.

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C9 Staff conducted an extensive study and analysis of Vorwerk’s business model to create a comprehensive and complete digital marketing strategic roadmap. It came up with an in-depth digital marketing program that incorporated actions to boost corporate branding, social media design and marketing, graphic designs, corporate imaging, content marketing, and paid advertising initiatives, among others.

C9 Staff began its proprietary end-to-end sourcing, recruitment, and hiring activities, with a complete background check of all potential digital marketing specialists. It came up with hiring two of the best-qualified mid-level graphic designers who specialized in all required areas for the customized digital marketing campaign for Vorwerk.

To add value to the partnership, C9 Staff offered a comprehensive digital marketing strategy from marketing conceptualization to implementation, which is then checked, monitored, and audited by a dedicated management team supervising the graphic designers.

C9 Staff also developed communication, performance management, and audit protocols to ensure the seamless and collaborative partnership dynamics for its digital marketing role with Vorwerk.

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RESULTS

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C9 Staff deployed the graphic designers for Vorwerk spending no more than $3,994 (€ 3,698) per month for both professional designers, compared to similar Europe-based talents which could cost more than € 10,000 (US$ 10,801) – with guaranteed savings of no less than 60% in payroll costs.

C9 Staff was able to establish Vorwerk’s footprint in the global market, as well as further strengthening the brand in the digital and online environment.

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LEADING EUROPEAN B2B ELECTRONICS SOLUTIONS COMPANY BOOSTS GLOBAL FOOTPRINT THROUGH LASER-FOCUSED DIGITAL MARKETING YIELDING WORLD-CLASS QUALITY OUTPUT AT OVER 50% LESS COST.

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SoluM is a Berlin-based B2B electrical/electronic manufacturing company and is considered a global leader in providing smart electrical and electronic solutions to retail businesses throughout the world. In 2012, SoluM started supplying ESL’s (Electronic Shelf Labels) to top global retailers such as REWE, TESCO, and METRO. To date, it has installed more than 50 million ESL’s in over 30 countries and over 4,000 stores worldwide. The company’s current estimated value is $300 million.

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SoluM ESL is a global electronic shelf label and technology company, established as a Smart Factory solution by Samsung Electronics. It succeeded in realizing facility operation efficiency and eco-friendly image by reducing paper material cost, disposal cost, and saving on operator management time while improving real-time inventory management accuracy.

The concept revolves around an automated labeling system that can save hundreds of thousands of dollars by reducing paper material cost and disposal cost per year, as well as improve the work efficiency of warehouse managers. The main requirement was the maintenance of 100% inventory data accuracy between the system and warehouse, and the ability to track this information on-site at real-time.

The company envisioned further expansion into the global online market and identified digital marketing to be the key to realizing this goal. However, the task of content creation and content management on a global scale proved to be too big for the company’s in-house digital marketing team. Hiring local digital marketing teams can push marketing costs upwards of $20,000 per month so an alternative solution has to be found.

SoluM then sought C9 Staff to develop a top-performing and cost-efficient digital marketing team to manage its digital content creation and content management strategies. At the same time, the company wanted to keep the cost of digital marketing down in order to maximize ROI without compromising quality and reliability.

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C9 Staff rose to the challenge by first assessing SoluM’s digital marketing needs. Then, a strategic program was formulated that identified 4 major elements of the digital marketing plan: web development; content creation and editing; copywriting, and multimedia design. The plan included putting a team together consisting of four digital marketing specialists who are able to handle each of these elements.

Since SEO campaigns take time to realize results, C9 Staff crafted a comprehensive digital marketing roadmap and undertook a stringent recruitment and screening process to find and recruit high-caliber digital marketing experts to comprise the team. After the team was assembled, they immediately implemented a full-scale digital marketing campaign with fewer people and reduced costs. The entire project only cost SoluM around $8,500 per month without compromising the quality of performance and desired outcomes.

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RESULTS

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C9 Staff deployed middle to senior-level digital marketing specialists with exceptional communication and technical skills at reduced costs that saved SoluM more than 60% compared to local talents.

The content writer, trained in Australia, exceeded expectations by reducing the amount of time in producing quality content materials faster than SoluM’s in-house digital marketing team.

SoluM ESL has signified its plans to partner with C9 Staff for upcoming expansion plans based on the excellent performance of C9 Digital’s team.

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A COMPREHENSIVE CUSTOMER SUPPORT PLAN FOR A TOP US-BASED DRONE MANUFACTURER, BRINGING ITS MARKET REPUTATION AND GLOBAL FOOTPRINT TO HIGHER ALTITUDES

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Propel makes high-quality remote-controlled drones and other flight devices. It was founded in the United States back in 2006 and has an estimated value of $90 million. Propel RC USA is one of the leading consumer drone makers in the United States.

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As one of the leading remote-controlled drone manufacturers based in Texas, Propel has lived up to its name as one of the most outstanding brands in the industry. It is also one of the few prominent drone brands that have become popular among movie fanatics with its Star Wars Collector’s Edition series that featured its Battle Quadcopter models based on the iconic spacecrafts from the movie franchise such as the X-Wing, Tie Fighter, and the Speeder Bike.

As Propel’s sales went up, so did their need for more efficient after-sales support. The company started having issues keeping up with support demand from customers as evidenced by the growing volume of inbound phone calls, live chat, and email support tickets coming through their website and other channels. This resulted in complaints and negative reviews online ultimately affecting its brand reputation among customers and business partners.

In order to improve the company’s market reputation and to broaden its footprint in the global market, the company decided to strengthen its customer service support program. Thus, Propel partnered with C9 Staff to develop strategies related to customer support using phone, email, live chat, and social media channels. The main objectives for C9 Staff were to improve customer call handling and response, after-sales support, issue resolution, and address the growing volume of support tickets from customers.

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C9 Staff developed a customer-centric support plan that assured a 100% response rate, quick case resolution, and the generation of online five-star reviews from customers to boost the Propel brand’s corporate and market reputation. The aim was to establish a balance between providing exceptional outsourced customer support to handle inbound call traffic and remain cost-efficient.

C9 Staff identified five key issues for the increasing inbound call volume. These were then used to train a carefully selected Philippines-based support team to man Propel’s phone support channel.

Also, C9 Staff developed personalized email support templates based on common issues identified from the support tickets submitted by customers. An email support team was then put together to handle the company’s email support front.

As an added value, C9 Staff also provided multilingual customer support in English, French, Italian, and Spanish, at no additional cost to Propel. All these were executed at minimal costs without affecting the quality of performance required from all support teams.

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RESULTS

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Propel’s BBB review went up to an ‘A+’ rating from an ‘F’ rating in three years since the reforms were put in place by C9 Staff. The company saw a massive improvement in online reviews on retailer websites and their BBB business profile.

The C9 Staff Customer Care team performed exceptionally well by being able to respond to all customer issues within 24-48 hours and dramatically improved brand reputation, generated more repeat business, and increased positive reviews.

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