Client:                   ProRec Plumbing Solutions
Industry:              Trade Services
Services:              General plumbing, gas fitting, roofing, hot water systems, and more.
Results:                Successfully integrated a highly capable offshore administrative professional who streamlined operations, expanded role responsibilities, and improved business efficiency while maintaining service quality during a 3-month owner absence

The Client

ProRec Plumbing Solutions, a forward-thinking plumbing business based in Melbourne, Victoria, has over the past ten years, established itself as a trusted name within the services industry, under the guidance of owner and plumber, Ricky Recard. The business has cultivated a reputation for excellence through its comprehensive range of services, including general plumbing, gas fitting, roofing, and hot water system installations to name a few, and can attribute its success to a young, dynamic team, who consistently demonstrate a commitment to providing excellent service. ProRec’s progressive approach has resulted in a loyal clientele across the Melbourne metropolitan area, and in an effort to further maximise operational efficiency, the business engaged a partnership with Flat Planet in February 2024, aimed at addressing staffing challenges and bolstering its administrative capabilities.

The Challenges

According to a report by the National Skills Commission (NSC), it shows that clerical and administrative functions rank high in terms of replacement rate (22.4% in 2022), which means that offshoring these services, can significantly help reduce turnovers and improve retention in this function. Whilst administrative roles may be viewed as entry-level work in Australia, an offshore staffer will see this as a long-term career path. That said, this saves Australian businesses from having to rehire and retrain a replacement, and provides the added advantage of having a dedicated and scalable offshore team, that is a more efficient solution in the long run.

Ricky first learned about Flat Planet while attending a BNI Chapter[1], where Derek Stewart, Account Executive, North America, presented on Flat Planet’s offshore outsourcing solutions. Faced with the departure of an administrative staff member, a role that sits at the heart of ProRec’s operations, Ricky needed to fill the position – and quickly. Despite initially having interviewed onshore candidates, he had little to no success finding the right fit for the business, which is when he decided to engage Flat Planet and explore offshore outsourcing options as a solution.

Solution

It is widely accepted in today’s business landscape, that organisations need to embrace technology to streamline processes, drive efficiencies and increase their capacity to help more people, yet the idea of hiring people offshore to support onshore teams, attracts a mixed reaction.

“I had no concerns about outsourcing for our admin role. I knew exactly what I was looking for, and Flat Planet made the process seamless,” said Ricky. He went on to say, “The ability to be involved in the interview process, provide feedback, and have a say in the final decision was crucial for me.” Flat Planet provided ProRec with a candidate who, despite being based in the Philippines and having no prior knowledge of plumbing, quickly adapted to the role. The onboarding process was smooth, and the new hire demonstrated exceptional communication skills and a strong work ethic. “Our offshore staffer literally hit the ground running. Hand on heart, she’s more than proven her weight in gold, handling everything from booking appointments to managing calls. Her phone manner and patience when talking to clients is exceptional – more than can be said for many local hires.”

[1] https://www.bni.com.au/about-bni-australia/

Results

The decision to partner with Flat Planet has provided ProRec with a cost-effective and highly capable administrative professional. Ricky credits the success of this partnership to the mindset and adaptability of the offshore staffer, who managed the business almost single-handedly during his three-month absence while participating in The Block Island 2024. “I would definitely recommend Flat Planet to other businesses. The level of professionalism, the quality of candidates, and the overall cost-effectiveness make it a no-brainer. If you’re considering outsourcing, don’t hesitate. It’s one of the best decisions I’ve made for my business.”

The offshore staffer has become an invaluable asset to ProRec, taking on tasks beyond the typical scope of an administrative role. She schedules jobs, checks weather reports, and ensures that travel time is factored into appointments. Her ability to work independently has allowed Ricky to entrust her with quoting clients, invoicing, debt collection, and more. “Her quality of work has truly exceeded my expectations,” said Ricky. He went on to say, “I love that she offers suggestions to improve our processes, which is a huge value-add for the business. Not only that, but she’s been given the autonomy to implement those ideas, which has had a positive impact on our processes and productivity.”

Conclusion

ProRec Plumbing Solutions’ collaboration with Flat Planet has not only filled a critical staffing gap, but has also brought new efficiencies and improvements to the business. With the right support, even the most challenging roles can be effectively outsourced, allowing companies like ProRec to continue thriving and setting industry standards.

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