Esteban Carril Explains Why Chazey Partners Chose Bogotá for Its FlexBPO Concept

Chazey Partners, a global management consulting firm specializing in business transformation, technology enablement, has a strong track record in Latin America, assisting organizations across various sectors implement shared services and managing their outsourcing diligence and vendor management. The company recently launched an innovative new offering called FlexBPO. Finance Colombia was on hand at their kickoff event that took place at the Four Seasons Casa Medina in Bogotá. 

In this interview, Loren Moss, executive editor of Finance Colombia, spoke with Esteban Carril, Managing Director for Latin America at Chazey Partners, about the company’s latest innovative offering: FlexBPO. This unique service delivery solution is designed to provide organizations with flexibility and agility in outsourcing key support functions such as Finance, Human Resources, Procurement, and IT.

With Chazey Partners’ deep expertise in guiding companies in establishing and optimizing shared services centers, particularly in the Latin American region, FlexBPO presents a novel approach to the outsourcing landscape. The conversation explores the benefits and unique aspects of FlexBPO, delving into when this model is most appropriate for organizations looking for a more adaptable and efficient outsourcing strategy.

Finance Colombia: I’m here with Esteban Carril. We’re here in Bogotá at the Four Seasons, lovely Four Seasons Casa Medina. You just had an event, and it’s interesting because I’ve known you for about 15 years, and to see how Chazey Partners has grown and evolved… However, one of the things I wanted to discuss is that you have just introduced something truly unique in the sector, called FlexBPO. Could you tell us a little bit about FlexBPO?

Esteban Carril: Well, thank you very much for the time, Loren. Yes, absolutely. I mean, given our experience, our track record in implementing captive organizations across the different countries in Latin America, we found out that there are a number of companies, especially in the US, that are looking for more flexibility when it comes to BPO. And we’re offering a kind of captive organization, but being managed by us and empowered by our intelligent automation team, including our transformational background, so this is unique in terms of the value offer, right?

Finance Colombia: Yeah, I was going to say because we have traditional BPO and then Chazey has such a track record in consulting with shared services, companies that possibly are migrating away from BPO and setting up their own shared services operation, especially in Latin America; strong, of course, here in Colombia, places like Costa Rica, Mexico, even Brazil. But this FlexBPO, it really is kind of a new concept. And when is it appropriate for an organization to explore? I don’t want to say hybrid model because hybrid already kind of has a meaning in our industry.

But when is it something that you think makes sense for a company?

Esteban Carril: There are two different types of targets, right? Some companies already have BPOs, and they are not very happy, especially when it comes to analytical work or when it comes to real-time processing or customer-facing roles. So there are several companies, especially in the US, that are not very happy with the existing performance of their BPO providers, and that’s where it becomes an opportunity to move to this FlexBPO model.

There are other companies where you see various mature GBS organizations that they already captured a lot of benefits and a lot of efficiencies, and there is an opportunity to get additional value through transformation and intelligent automation through FlexBPO. So I would probably say both, right? I mean, we have both types of companies where we’re currently targeting this service.

Finance Colombia: I think that it’s an innovative model. I know that you guys are going to have a lot of traction. But I want to shift gears a little bit as well, because Chazey has gone through a lot of growth and evolution, so if we talk more broadly, I think you guys have something like over 150 consultants now, but over 3,000 people altogether on your team. And I know that you guys went through a kind of structural change, you guys took on a strategic partner. Give us a little bit, because we haven’t had a chance to talk for a while, you know…

So maybe give us an update on what’s happening with Chazey Partners.

Esteban Carril: Absolutely, so our company was acquired back in the year 2022 by a big BPO provider called QX Global Group, and this group was looking to provide services, especially in Latin America and the Americas in general. So we’re bringing the transformation and consulting arm that most of the BPO providers currently don’t have, and at the same time, we are leveraging all their experience and practices for the BPO environment, so we can offer them through our FlexBPO model. So this is really a very interesting model, because we mix our consulting background with our BPO background from our parent company to come up with a unique offer to our clients.

“I was surprised by the English skill sets that the new generations are bringing, especially when it comes to near-shoring operations.” – Esteban Carril

Finance Colombia: Now, here at today’s event that you guys sponsored for shared services, you talked about the impact that AI is having. What are the types of challenges that you see with your clients when it comes to adopting, you know, you’ve got some name brand clients here, I don’t want to necessarily name them without permission, that’s, you know, some companies are proud of it, some companies have different reasons… But still, I remember, if you remember back five years ago with the pandemic, everybody was talking about technological debt and the ability to be agile and move from an on-premises to a remote modality, and that was kind of the big thing, and now we look at generative AI. And where are you finding the need and the ability to help your clients, and what are the pain points that they’re coming to you to help them navigate?

Esteban Carril: So there are several challenges right now, right? When we’re thinking about intelligent automation, the first challenge that comes to mind is mainly to build internal capabilities when it comes to, you know, trying to build an internal team to develop bots and maintain bots, etc., etc. So that’s number one. I think there’s a unique requirement in trying to build the capability internally within the companies.

Number two is when it comes to master data management. Most of the companies, they don’t have the right data to scale intelligent automation, artificial intelligence, so I think one of the key challenges that the companies have right now is mainly trying to clean their data, to set up some clear governance models, and trying to have the clean data so they can explore, empower, and scale the artificial intelligence functionalities.

So I mean, I would probably think that GBS is kind of very well positioned to, you know, to drive these initiatives, not only because they have the right skill sets when it comes to talent availability, problem resolution, data analytics; but also when it comes to the number of volume transactions that are coming through the GBS operations. So right now, if you combine intelligent automation and processes, you can really start enhancing your client experience by making sure that you can provide predictive analytics, provide proactive recommendations to internal clients.

Finance Colombia: Great, and I’ll let you go pretty soon. You’ve been generous with your time. I think we both have planes to catch, but last question. You guys have a presence, I know, in over 20 countries. Here in Latin America, you guys are extremely strong. You run the Latin American operations. You guys selected Bogotá, Colombia, for this FlexBPO concept. Of all the places you could have chosen, a lot of places are powerhouses and shared services, and BPO. The Caribbean, Mexico, and Costa Rica, throughout the Americas. Why, of all places, Bogotá?

Esteban Carril: So I probably think that right now, when we look at the landscape in Latin America, and Colombia, especially Bogotá, it brings several advantages. Talent availability. I was surprised by the English skill sets that the new generations are bringing, especially when it comes to near-shoring operations. It’s also in terms of labor costs. Right now, Colombia is probably bringing the most competitive labor costs in the region. So there are a number of factors. The country, or the city, is currently not really saturated when it comes to the number of GBS organizations. So there are a number of factors why we believe that Colombia, especially Bogotá, is very well-placed today to bring more near-shoring operations.

Finance Colombia: Wonderful. Well, congratulations. I know that it’s going to be a successful stage of growth for you guys.

Esteban Carril: Absolutely. And you’re invited next time to come here. Next year, we’re going to have the same breakfast, and you will be invited to come here as well.

Finance Colombia: Count on it. Absolutely.