Reflaunt Improved Customer Experience Without a Local Asia Office
21
Penbrothers Employee
95%
Employee Retention
2020
Client Tenure
84%
Financial Savings
Key Results
- Improved Customer Service Quality
- Reduced Hiring Time and Workload
- Saved 84% on Total Employee Costs
Faster Hiring, Stronger Customer Service with Offshore Talent
How Reflaunt cut 84% in costs with Penbrothers while boosting customer satisfaction.
Key Results
- Improved Customer Service Quality
- Reduced Hiring Time and Workload
- Saved 84% on Total Employee Costs
Who is Reflaunt
- Portugal-based tech company providing Resale-as-a-Service (RaaS) for luxury fashion brands and multi-brand retailers.
- Enables customers to resell past purchases directly through retailers’ e-commerce platforms.
- Powers circular fashion by helping brands enter the secondhand market while protecting customer experience and brand equity.
The Challenge
No Local Talent Access in Southeast Asia
Reflaunt lacked a physical presence in Southeast Asia, making it difficult to tap into the skilled labor market in the Philippines.
Slow Hiring Process
Hiring top-tier talent took longer than needed due to lack of local networks and inefficient recruitment processes.
Legal and Compliance Challenges
Managing contracts, benefits, and compliance remotely was complex and risk-prone without regional HR support.
The Solution
Targeted Sourcing Per Role
Penbrothers matched Reflaunt’s hiring needs by sourcing candidates with the right experience for each position, including customer service and operational roles.
Faster Turnaround and Onboarding with Hypercare Support
Roles were filled quickly, and Penbrothers’ Hypercare Framework ensured smooth onboarding, aligned performance, and strong support, giving Reflaunt confidence in building a remote team without needing a local office.
End-to-End Offshore HR Management
Penbrothers handled everything from recruitment to payroll, insurance, and legal contracts, allowing Reflaunt to operate smoothly without setting up a local entity.
The Result
Improved Customer Service Quality
Remote hires enhanced customer satisfaction, leading to better Trustpilot ratings and faster complaint resolution.
Reduced Hiring Time and Workload
Reflaunt filled key roles faster while spending less internal effort on sourcing, vetting, and onboarding candidates.
Saved 84% on Total Employee Costs
By hiring through Penbrothers, Reflaunt significantly cut payroll expenses without compromising talent quality.
Team
Conclusion
- Built a reliable offshore team for Reflaunt without the need for local infrastructure, addressing talent, compliance, and operational gaps.
- Delivered substantial cost savings while improving customer experience and team performance.
- Supported Reflaunt’s expansion in the circular fashion space through a scalable offshore model.
- Showed how offshore teams can power sustainable growth in fast-evolving industries.
“Working with Penbrothers has been a game-changer for us. Their understanding of our diverse needs across various roles is remarkable. Whether it’s finding the right candidate with the right skills or providing invaluable insights on salary expectations, Penbrothers consistently delivers exceptional service.”
Pauline Gras
VP Head Of Sales, Merchandising & Operations, Reflaunt
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