Published 17 October 2026 · Last updated 17 October 2026
The challenge
The client maintains hardware for business customers across the United Kingdom. Its service operation needed more capacity, and adding headcount in the UK was expensive.
It wanted the control of its own centre, but not the risk of setting one up alone in a new country. In 2016 it asked SSGSERV to build that centre from nothing. It was SSGSERV's first GCC.
Our approach
- Built from scratch. Entity, premises, hiring and processes were all set up from zero. First delivery came two months after contract signature.
- The whole service operation, run from India. Over time the centre took on every function except logistics: a 40-person customer contact centre, field-engineer scheduling and dispatch, remote technical support, finance and billing, IT and HR.
- Tenured talent at half the cost. The client got experienced staff at less than half the cost of a comparable UK hire.
- Two centres, one operation. Delivery ran from SSGSERV's Bengaluru and Srinagar centres.
- Governance at CEO level. SSGSERV ran the operation with full control, and the client's CEO joined leadership reviews about four times a year. Delivery was audited to ISO 9001, ISO 27001 and CMMI Level 3 standards.
- A transfer without job losses. In 2026 the Bengaluru operation moved to the client. The Srinagar team stayed with SSGSERV and was redeployed to another client business.
The impact
Over ten years the centre grew from 15 people to 100 at peak, and more than 155 professionals worked on it in total. The client paid less than half the cost per role of a comparable UK hire while getting tenured staff, an estimated saving of more than £5 million over the engagement. In 2026 it took over the Bengaluru operation as its own.
Why it matters
A captive centre does not have to start as one. Ten years under a partner gave this client a mature, proven operation to take over, not a start-up to manage.
