myhomemove is the largest independent provider of mover conveyancing in the UK. The £21m company is only in its eleventh year of business and their unique integrated onshore/offshore business model has allowed them to quickly scale up operations and deliver high levels of customer satisfaction.

They have three offices in the UK and two teams in India and operations are split between them. This enables the company to balance timely legal processing, delivered by high quality Indian lawyers, with proactive customer service and communication from the teams based in the UK. This innovation in delivery has significantly enhanced their customer service levels, with 90% of clients saying they would recommend their services.

Kevin Smith, myhomemove’s Operations Director, says: “This unique model has enabled us to be competitive in a cluttered market place, to meet increased customer demand and to become a market leader. I’ve no doubt that if we’d not gone down this road you’d be looking at a company which had yet to realise its potential.”

myhomemove was no stranger to working with teams abroad and had previously offshored much of their legal processing to a global outsourcing company. This experience had given them the confidence to work with Indian staff, but it wasn’t delivering the anticipated benefits due to high costs and a high staff turnover. They had considered setting up their own team in India but didn’t feel they were big enough to take that step. In addition, they would have faced a high level of risk and tied up valuable management time and capital setting up an office. With Quickstart Global they were able to walk into an office with their own selected staff and become productive from day one.

Kevin continues “Attrition was a huge problem for us under the traditional outsourcing model. Our teams in India deliver high end legal processing and need a high level of training. To get a return on this investment we need a low turnover of staff. The cost of outsourcing did not enable us to pay a competitive salary so too many individuals were jumping ship.”

myhomemove wanted more control over the career paths, culture and salaries of their team in India and these aims were quickly realised as they began to work with Quickstart Global. Attrition levels have dropped. Quickstart Global has enabled them to make cost savings which can be used to improve their staff salaries and benefits. The quality of work and this control has allowed them to move an increased number of processes abroad.

This model also ensures business continuity for the company. With three sites in the UK and two in India they are confident of delivering a high quality service regardless of unforeseen internal or external events. Proofing themselves against the unknown gives them confidence in their business.

Kevin is quick to point out that their business model couldn’t have been scaled up to its current level if they were based only in the UK. He says, “There is a shortage of high quality conveyancing lawyers in the UK so it is only by setting up a team in India that we have been able to respond quickly to spikes in business.

“It’s also true to say that working in this way has made us look more critically at our business and enhanced our performance and business processes, many of which have been brought back to the UK after being introduced in India.”

After a year of recruitment myhomemove is now expecting a year of consolidation in 2011 as the housing market continues to be affected by the general downturn. In the medium and longer term they intend to scale up operations both in the UK and India and see this integrated business model as a long term strategy for the business. They have even visited high schools and universities in India to ensure that their potential staff will continue be educated to a high standard in the future in the required skills, and to give them confidence in their business for the longer term.