SupportNinja Case Study Quick Facts\n\n\n\n\n\nCompany: SupportNinja\nLocation: Austin, TX, and Phillippines\nCompany size: 550+\nIndustry: IT and support\nMoney saved with Hubstaff: Thousands of dollars each year\n\n\n\n\n\n\n\n\nMany business owners will tell you how challenging it is to scale a company.\nThey’ll emphasize how important it is to find tools and processes that can grow with you, ensuring sustained productivity at every stage.\nHowever, not every business has the foresight to worry about scaling company culture.\nSupportNinja isn’t like every other business.\nIt’s an outsourcing company based in Austin, TX with operations in the Philippines. The company supports some of the biggest names in Silicon Valley with clients including Checkr and Harvard Partners.\nBusiness challenges\nSupportNinja employs over 500 people around the world.\nDuring this journey of growth to hundreds of team members, the company’s leadership noticed how productivity and team culture are of the utmost importance.\n\n“Many times, there are employees that are acting out of the original ideology that the company has tried to create,” explained Cody McLain, Founder of SupportNinja.\nThis results in confusion, wasted time, and miscommunication during the onboarding process.\nOn top of that, you have all the usual business growth challenges:\n\nOnboarding new team members\nStreamlining time tracking\nMonitoring productivity of remote teams\nEasily paying employees around the world\n\nSupportNinja needed a different way to onboard new hires, track work hours, and pay freelancers as the company continued to grow.\nMaking the switch\n\nPrior to trying Hubstaff, SupportNinja had used other tools like Time Doctor, ActivTrack, and Desktime in various capacities for work and productivity management.\nEvery tool seemed to have its pros and cons. However, in comparison, using Hubstaff meant no compromises.\n“With a great UI that makes it easy to manage the team and a cost-effective price, Hubstaff fit the bill,” Cody said.\nAll aboard — a better onboarding experience\nSupportNinja takes advantage of a wide range of Hubstaff features, ensuring maximum productivity:\n\nSimple time tracking for outsourced team members\nProductivity monitoring during the onboarding process\nAutomated payroll for freelancers around the world\n\nCombined, these features allowed Cody and his team to continue hiring and growing at an impressive rate.\nProductivity monitoring for onboarding\nAt first, it can be difficult to know if a new hire is getting the support they need and if they’re a good fit for the role.\nBy using productivity monitoring such as app and URL tracking, activity levels, and random screenshots during those first few weeks, SupportNinja was able to help identify roadblocks and identify the most productive members of its outsourced team.\n“We like the age-old saying, ‘trust but verify,’ and therefore deploy Hubstaff to all new relationships with freelancers and contractors. This ensures they can serve as an efficient member of the team” Cody explained.\n\n“I generally don’t wish to be a Nosy Parker, so I disable the screenshot tool once we’ve built up a solid relationship.”\nBusiness outcomes\n1. Easing the anxiety of scaling a business\nGrowing a business is difficult, even if you can walk into an office every day and respond to issues as they arise.\nWhen you scale a remote business, that growth is less visible. You don’t get a visual of your team working on a regular basis.\nYou’re not always able to check in with team members or see a potential problem before it happens.\nTeam members may be working in different time zones, limiting your chances of having check-in calls or successful video conferences. Further, new employees may be hesitant to bring up issues or ask questions — which can hold projects up unintentionally.\nThat doesn’t mean it isn’t worth it. In fact, going remote can lead to smart, productive work.\nIt just means you need tools to make it more streamlined.\nThis is where Hubstaff helps SupportNinja excel.\n“One of my biggest concerns was ensuring our contractors were always billing us appropriately and were properly engaged with their work,” Cody said.\nSupportNinja found it easier to manage, measure, and pay employees, which ultimately increased productivity around the board.\nWith a plethora of productivity monitoring options and streamlined time tracking, Cody has found it easier to manage his team and was able to dedicate more time to company projects.\n2. Streamlined daily team management\n\nMost businesses who hire freelancers spend a considerable amount of time weighing the pros and cons of different payment platforms and work tracking software.\nPreviously, Cody used Upwork to find and pay remote talent.\nNow, SupportNinja uses Hubstaff’s desktop, web and mobile time tracking app to manage its team of contractors on a daily basis, and a PayPal integration so that they can automate payroll for their freelancers through Hubstaff.\nSince switching from Upwork to Hubstaff, the company has been able to avoid the 20% fees freelancers have to pay, and the employer fees, as well.\nOver time, using Hubstaff to track and pay freelance work has saved both Cody and his team of freelance designers and developers from unnecessary fees — a win-win for both.\nSwitching to Hubstaff from Upwork saved the company thousands of dollars in freelancer payment fees.”\n3. Even more cost savings\nPayment fees aren’t the only cost savings SupportNinja can brag about.\nThe growing company also avoided costly billing errors through productivity monitoring and time tracking. The amount isn’t small, either.\n\nIt’s in the thousands, considering the money we saved by not having freelancers inaccurately billing us,” Cody explained. “Those inaccuracies could be anything, such as working on another client during our work hours or low user activity and output in comparison to their peers.”\nExpanding into the future\nNow that onboarding and hiring have been simplified, SupportNinja has more time to focus on growth and expansion around the world.