Case studies

Specialized teams with a direct impact on your P&L.

Each of these examples of real operations runs with fewer than fifteen people. What they have in common is an optimized process, meaningful SLAs, and a need for specialization.

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Highlighted metrics

$3.15

Avg returned per $1

invested

60%

Fixed HR cost reduction

VS onsite hiring

86%

Staff retention

compared to 15% industry avg

Commerce · Fiber Optics Manufacturer

B2B Sales representation across the Americas

After a challenging global expansion, a Hong Kong-based fiber optics manufacturer sought a soft landing into the U.S. and LATAM markets. Rather than opening local branches or relying entirely on distributors, the company engaged Proxima to build and manage a bilingual commercial team across the region.

Proxima deployed a team of bilingual CSRs alongside a Sales Manager and Lead Generation Specialist. The team is responsible for prospecting, quoting, account development, and customer service, operating under Proxima management and defined revenue targets.

Team size: 8 FTE

Markets: United States & LATAM

Engaged: 2024–Present

Composition:

6 Bilingual CSRs

Sales Manager

Lead Generation Specialist

Results

$225K

Annual operating cost

~$3M

Revenue grew from $0 to approximately $3M annually

86

NPS

Insurance · P&C Agency

Billing & Retention — A micro-team against cancellations

A Texas-based insurance agency required a dedicated billing team to proactively manage pending payments and follow up with at-risk accounts. Cancellations due to non-payment were eroding the book and affecting the agency's standing with carriers. Previous initiatives based primarily on automated notifications had not produced the desired results.

Proxima deployed four bilingual CSRs to work the pending-payment queue ahead of lapse dates, following a documented contact cadence and reinstatement workflow for policies that had already lapsed.

Team size: 4 FTE

Markets: United States & LATAM

Client: Texas-based insurance agency

Scope: Pending payments · At-risk account follow-up · Reinstatements

Composition:

4 Bilingual CSRs

Billing & Retention

Results

23%

Reduction in policy cancellations due to non-payment

14%

Increase in policy reinstatements

Improved retention metrics versus competitors

Contribution to higher carrier commission tiers

eCommerce · Landscaping Supply

Nationwide sod delivery — An outsourced back office

The client had recently acquired the business and sought to expand coverage while reducing operating costs and standardizing service quality and vendor relationships.

Proxima deployed a lean five-person BPO team to run the company's day-to-day operations: two Sales Representatives focused on new orders and quotes, two Operations Specialists responsible for order fulfillment and customer service, and a Team Lead overseeing escalations and vendor relationships.

AI voice agents were subsequently added to handle inbound calls outside business hours, extending coverage without requiring additional overnight staffing.

Team size: 5 FTE + AI Agents

Engaged: 2026

Scope: Day-to-day operations · Order fulfillment · Customer service · Escalations · Vendor relationships

Composition:

4 Bilingual CSRs

Billing & Retention

Model · Hybrid BPO + Automation — see how it works

Results

64%

Reduction in fixed HR costs

24/7

Inbound call coverage through human and AI-supported operations

Increased customer quotes generated outside business hours

Improved call-to-order conversion

Improved overall Net Promoter Score (NPS)

Insurance · P&C Carrier

FNOL — Bilingual claims intake at scale

A Chicago-based insurance carrier needed to expand its First Notice of Loss (FNOL) capacity across Personal Auto, Commercial Vehicle, and Homeowners programs without building a larger domestic claims intake operation.

Proxima built and manages a bilingual English/Spanish FNOL team distributed between Santo Domingo and Quito. The operation includes 13 representatives and a dedicated supervisor. All insurance professionals hold the Certified Insurance Service Representative (CISR) designation.

The team handles claims intake across 6 states, with a focus on accurate information capture, efficient processing, and claimant experience. Proxima also integrated CX automation into the workflow to handle after-hours and non-critical claims intake during peak periods. Human representatives handle escalations, complex cases, and situations requiring judgment.

Team size: 13 CSRs + 1 Supervisor

Engaged: 2022

Market: 6 U.S. states, including IL, FL & TX

Scope: First Notice of Loss · Claims Intake · Customer Support

Composition:

Bilingual FNOL Representatives

Team Lead

Supervisor

Model · Hybrid BPO + Automation — see how it works

Results

64%

Reduction in fixed HR costs

24/7

Inbound call coverage through human and AI-supported operations

Increased customer quotes generated outside business hours

Improved call-to-order conversion

Improved overall Net Promoter Score (NPS)

Finance · Lending Company

Inside sales — Supporting affinity agreements

A collections company needed to strengthen the affinity agreements it holds with corporate clients while reactivating dormant programs and building a pipeline of new corporate partners.

Proxima built a multidisciplinary inside sales operation combining partner support, program and system training, client onboarding, lead generation, and sales development.

Team size: 4 FTE

Engaged: 2024

Scope: Affinity partner support

Composition:

Inside Sales

Operating impact

90%

Of administrative and prospecting workload eliminated for senior business development

7

Dormant corporate agreements reactivated

Structured onboarding and program retraining for corporate client teams

Continuous lead generation for business development

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Our Approach

Operational lift without linear headcount

We build long-term partnerships by embedding targeted, high-impact teams that work alongside client leadership. The result is operational lift that drives revenue growth, strengthens retention, and improves productivity — not more headcount.

Every team featured on this page started small and remained relatively lean. As the businesses grew, their operations scaled through better processes, specialized talent, and technology — not by adding people at the same rate as revenue.

Embed & document

We build the team and document the process into working SOPs before full volume moves over.

Run to numbers

Every engagement is defined by agreed SLAs, KPIs, and a cadence for reporting and review.

Scale through process

As operations grow, capacity comes from better process and technology — not headcount alone.