Engineering & Construction
Drawing production, revision control and submittal packs for consultancies and contractors running more projects than their drawing office can carry.
- Engineering support
- Document processing
BusinessProcessOutsourcing
Specialist teams. Measurable outcomes. Seamless delivery.
The premise
Outsourcing fails in the handover, not on the floor.
Almost every troubled engagement we have been asked to rescue had the same shape: capable people, a reasonable price, and a process nobody had ever written down. The work moved before anyone agreed what the work was.
So we spend the first fortnight watching, and the second writing. The process map that comes out of it is yours, signed off by your team, and it becomes the training material, the QA rubric and the thing we are held to. It is slower to start and considerably faster to get right.
Service lines
Named service lead
We run your
service desk, drawing office, purchase ledger, payroll run, records room, security watch
Services offered
Four lines, one delivery floor
Each line is staffed as its own practice and reports into the same weekly pack. Take one of them or take all four: the quality desk, the reporting and the account lead are the same either way.
Service desk · Infrastructure · Cyber
IT Support
A service desk that answers in your working hours, the engineers who build and patch what sits behind it, and a security watch on top. One team covers the call, the fix and the hardening rather than handing you between three.
- Call centre: L1 and L2, voice, email and chat
- IT setup: devices, accounts, network and rollout
- Cyber security: monitoring, patching, access review
- Asset register kept current, not reconstructed annually
Industries we serve
Sectors where these four lines already fit
We are not sector-agnostic, and claiming to be would be a way of saying nothing. These are the industries whose processes our teams have been trained on, and the lines each one usually starts with.
Financial Services & Practices
Bookkeeping overflow, reconciliations and payroll runs for accounting practices and finance functions whose busy season is four months long and whose headcount is not.
- Finance & accounting
- Document processing
Property & Facilities
Work-order administration, contractor invoicing and tenant records for managing agents holding portfolios across several time zones.
- Finance & accounting
- IT support
Technology & Software
First and second line service desk, monitoring and onboarding for product teams who would rather their engineers were not the escalation path.
- IT support
Logistics & Freight
Consignment documentation, proof-of-delivery capture and billing reconciliation, where the paperwork moves at the speed of the freight or the invoice does not go out.
- Document processing
- Finance & accounting
Retail & E-commerce
Order and returns processing plus customer contact through the peak, sized to come back down in January without a contract renegotiation.
- IT support
- Finance & accounting
Why outsource with us
Five commitments, and rate is not one of them
Every provider is cheaper than your in-house cost or you would not be reading this. These are the five things that decide whether the engagement is still working in year two.
Information security
Segregated floors and controlled access, named in the contract.
Segregated delivery floors, clean-desk enforcement, restricted media and quarterly access reviews are the baseline. Wherever it is possible, our teams work inside your environment under controlled access rather than taking a copy of your data, and any control specific to your engagement goes into the statement of work where it can be enforced.
Flexible capacity
Ramping down costs the same as ramping up.
Ramping up is easy for any provider. Contracts here are written so that you can also ramp down at the end of a season or a project without reopening commercial terms. Peak cover, parallel-run cover and project bursts are priced as what they are: temporary.
Measurable outcomes
Volume, cycle time, quality and SLA, weekly, in your format.
Reporting arrives in the format your own pack already uses, so nobody has to re-key it. Where a target was missed, the cause sits in the same row as the number, and a written remediation plan follows within seven days at our cost, before the service review, not during it.
Risk efficiency
The documentation is yours from the day it is written.
Transition produces a written, versioned process map that you own outright. It is the training material, the QA rubric and the thing we are measured against, and if you ever bring the work back in-house you take it with you. Key-person risk moves off one desk and onto a document.
Local presence
A named contact in your day, not a queue in ours.
Every engagement has one account lead reachable during your working hours, by phone, without raising a ticket first. Colombo delivers today and Melbourne is where client-facing account management goes next, so the person you call is in a time zone that lets them answer.
Reporting
A miss arrives with its cause already attached.
Weekly volume, cycle time, quality and SLA attainment, in the format your own pack already uses. Where a target was missed, the reason is in the same row, and the remediation plan is written before the service review, not during it.
Days to a plan
Weekly report
YoursProcess map
Transition
Five stages, drawn to length
The bars are proportional on purpose. The parallel run is the longest stage and the one every troubled engagement we have inherited had cut short. Weeks are indicative for a process that is already documented.
01
Discovery
Weeks 1–2
Two weeks observing the work as it runs today, alongside your team, before anything is redesigned.
02
Process map
Weeks 3–4
Written, versioned and signed off by you. This becomes the training material and the QA rubric.
03
Parallel run
Weeks 5–10
Our team and yours run the same work side by side until output matches. The longest stage, deliberately.
04
Cutover
Weeks 11–12
Volume moves across in tranches, never all at once, with the parallel path kept warm until you are comfortable.
05
Steady state
Week 13 onward
Weekly reporting, monthly service review, quarterly improvement cycle. The account lead does not change.
Technology & security
Controls written into the contract
We work inside your stack rather than asking you to adopt ours, and client-specific controls belong in the statement of work, not in a reassuring paragraph on a website. What follows is the baseline every engagement starts from.
ISO 27001 alignedGDPR compliantSegregated delivery floorsRestricted media on the floorQuarterly access reviewControls named in the SOW
What we commit to
Undertakings, not performance claims
The practice has no reporting period behind it yet, so there are no case-study percentages here. Until there are, and until a client has agreed to their being published, these are the commitments we hold ourselves to.
Service lines staffed on one delivery floor
Weeks observing your process before we touch it
Named service lead, reachable without a ticket
Days from a missed target to a written remediation plan
Global delivery centres
One floor open, one on the plan
Colombo is delivering today. Melbourne is where the second time zone and client-facing account management go next, and it is shown here as an intention rather than as capacity you could book.
Colombo, Sri LankaDelivering today
Colombo Delivery Centre
The primary floor. All four service lines run here, across European and Asian shifts, under one quality desk.
bpo.lk@bondandbeyond.com
Melbourne, AustraliaPlanned
Melbourne (planned)
Australian-hours coverage and client-facing account management is the next thing we intend to fund. It is not open, and we will not quote it as capacity until it is.
hello@bondandbeyond.com
Coverage, not just location
Colombo at GMT+5:30 covers European mornings and Australian afternoons on one shift. A second shift takes full European or US hours, at the same rate.
Colombo
Delivering today
GMT+5:30. One shift covers European mornings and Australian afternoons; a second takes full European or US hours.
Melbourne
Planned, not yet open
Client-facing account management and Australian-hours cover. Shown here as an intention, not as capacity you could book.
Further locations
Under review
Additional countries follow demand rather than a map on a slide. We will name one when a client engagement justifies it.
We will not take an account we cannot staff on the day it goes live. If the answer is that we need six more weeks, you will hear that at the quote stage rather than at the first service review.
Insights
Outsourcing, written from the delivery side
What is actually moving offshore now
The work leaving in-house teams this year is not the cheapest work. It is the documented work, which is a different filter entirely, and a more useful one.
Read
What an SLA should actually commit to
Attainment percentages are easy to hit and easy to game. The clauses worth negotiating are the ones about cause, remediation and exit.
ReadOffshoring without the 3am handover
Time-zone advantage only exists if the handover is designed. Otherwise you have bought yourself a queue with a delay built into it.
ReadWe’re hiring
Join our expanding delivery teams
We are continuously hiring for service desk, engineering support, finance, and quality roles on our Colombo floor. Explore opportunities with transparent shift patterns and clear career progression.
Frequently Asked Questions
For a straightforward process with existing documentation, six to eight weeks from signature to first live volume. Where the process has never been written down, discovery adds two to three weeks, and that is time well spent, because an undocumented process transitioned quickly is the single most reliable way to fail.
Yes, and most engagements start that way. IT support, engineering support, finance and document processing are staffed as separate practices on the same floor, so you can move one process, see the reporting for a quarter, and decide about the rest afterwards. Nothing about the pricing punishes you for starting small.
You do, from the moment it is written. It is delivered as part of transition rather than held as leverage. Clients who have later brought work back in-house took the maps, the QA rubric and the training material with them, which is exactly how it should work.
It stays in your systems wherever possible. Our teams work inside your environment via controlled access rather than taking copies. Where data must be handled locally, it sits on a segregated floor with restricted media, and the specific controls are written into the statement of work rather than described in general terms.
Yes. Colombo sits at GMT+5:30, which covers European mornings and Australian afternoons on a single shift, and full European or US hours on a second. We do not charge a premium for unsociable shifts: the pattern is set by the work, not by what is convenient for the floor.
There is a named account lead reachable by phone during your working day, and you get their number rather than a queue. Escalation paths exist behind them, but in most weeks nobody needs to use one.
SLA attainment is reported weekly with the cause attached, and sustained misses trigger a remediation plan at our cost within seven days, before you have to ask for one. Contracts include an exit path that does not require you to prove fault first.
Request a proposal
Start with the process you would move first.
A service lead reads it and replies by email within one business day, with what transition would actually involve, or with the reasons this particular work is better kept where it is.
- A service lead reads it, not a mailbox
- Two weeks observing before anything is redesigned
- We will say plainly if the work should stay where it is
