Somebody has to own it.
We run the back office of businesses on the other side of the Atlantic. It is exacting, unglamorous work, and it is where most companies quietly lose money.
Take work that has outgrown memory and goodwill, and give it a structure that holds.
A company where the reason behind a decision is available to whoever it affects.
Operations rarely fail through incompetence. They fail because no one owned them.
A hundred small decisions a day, made by people who care about them.
We are a team in Brașov that runs the back office of businesses on the other side of the Atlantic. Billing, credentialing, support, reporting, and the software underneath.
The work is unglamorous by nature. A claim chased before a deadline, a number checked before it is sent, a phone answered by someone who is actually paying attention. None of it is difficult in isolation. Doing it consistently, for years, on somebody else's business, is the whole job.
The people are theentire product.
Every tool we have built exists to give them fewer things to remember and more time to think.
Six things we actually argue about.
Not values on a wall. These are the ones that decide what ships, what stops, and what gets said out loud in a room.
Teams stress-test whatever they already feel shaky on. What quietly costs money is the practice everyone agreed on years ago and no one has looked at since.
Most calls can be walked back and get agonised over anyway. A handful genuinely cannot, and those are the ones that tend to get made in a hurry. We spend our caution on the second kind.
A claim with a number behind it is worth more than a claim with an adjective in front of it. We would rather show a month of real data than describe a capability.
If a project is behind, or a recommendation is that a client does not need us, that is the version they get. It costs less than the alternative.
Any number that reaches a decision is derived a second time, by a different route, before it counts. It is tedious and it has repeatedly been worth it.
Talent and timing are handed out unevenly. Showing up again tomorrow is available to anyone, and over a long enough run it beats most of the things people would rather have.
You only notice this work when it goes wrong.
We hire people who think in systems.
We teach the whole industry side from zero. What we cannot teach is curiosity, or the instinct to check a number before repeating it.
Central Brașov, in person.
Afternoon to midnight, matching the operations we run.
The people who run the work, and the engineers who build their tools.
2019.