A solid company in the field, but struggling on the support side
Based in the Paris region, this industrial cleaning company has more than 500 employees spread across dozens of client sites. It operates in demanding environments : offices, logistics sites, public facilities and hospitals. Every day, hundreds of agents work in the field to ensure cleaning, disinfection and maintenance of buildings. The core business runs well, clients are loyal and volumes are growing.
Behind the scenes, however, the back-office struggles to keep up. The support team : around twenty people, must handle hundreds of timesheets to analyze, schedules to update, contracts to draft, interventions to plan and clients to follow up. All this in a tense context : short deadlines, irregular workflows, constant HR pressure. The workload is heavy, errors are frequent, and costs are soaring. Recruiting locally was no longer a viable solution, neither budget-wise nor in terms of availability. Management therefore decided to test an alternative : outsourcing part of its back-office to Madagascar with ScaleMyCrew.
Starting with dedicated offshore administrative profiles
The first outsourced position was an administrative assistant, responsible for managing the entry and control of agents’ timesheets reported by team leaders. Each week, she checks hundreds of sheets, flags anomalies, transmits data to HR for payroll calculation and updates attendance records. The gain was immediate : rigor, availability and speed. This work, once time-consuming for internal teams, is now centralized, streamlined and monitored daily from Madagascar.
Very quickly, a second profile joined the team : a back-office operations coordinator, trained in planning interventions, updating client schedules and handling last-minute cancellations or changes. He became the right-hand person of the operations managers, anticipating scheduling gaps, consolidating task sheets and easing operational deployment.
Finally, a sales administration assistant completed the setup, tasked with drafting client contracts, monitoring renewals, chasing missing documents and consolidating files for tenders. Each document is standardized, archived, updated in internal tools, with weekly reporting to management.
A dedicated team in Madagascar that structures the back-office
In just a few months, three dedicated offshore profiles were working full-time in ScaleMyCrew’s offices in Antananarivo. All were integrated into internal tools : Teams, Drive, ERP, planning software and GED. Communication is smooth, tasks are well distributed and French teams find breathing space again. Less overload, fewer errors, less stress. Time saved is reinvested in the field, in team supervision or commercial follow-up.
Beyond immediate relief, the very structure of the back-office has evolved. Processes are better defined, responsibilities clearer, deadlines more manageable. The profiles in Madagascar are not perceived as an external service, but as colleagues in their own right, present every day, visible in meetings and committed to the company’s objectives. The dedicated offshore model demonstrates its full strength here : agility, stability, engagement.
Concrete results on performance and costs
The cleaning company’s management conducted a first review after a year of collaboration. Payroll data delays were cut by three, error rates dropped significantly, and intervention scheduling became much smoother. Contract monitoring is more rigorous, follow-ups are carried out on time, and internal audits reveal a clear improvement in administrative quality.
On the financial side, the gain is clear : for equivalent service, the total cost of an offshore collaborator in Madagascar is 60 % lower than that of a position in France. The company has therefore been able to strengthen its support team without hurting margins. Even better, it has reduced dependence on local turnover and gained resilience against unexpected absences or workload peaks.
This model now makes it possible to absorb growth without weighing down the structure. Each new signed contract can be integrated more smoothly, with resources already in place or quickly mobilized. Management is even considering adding a fourth offshore profile to monitor quality audits and update performance indicators.
Why outsourcing the back-office works in the cleaning sector
Cleaning companies face a paradox : their activity is mainly human and field-based, but their performance depends heavily on the rigor of their back-office. Yet this back-office is often undersized, overloaded or unattractive on the local job market. Offshore outsourcing to Madagascar offers a simple, structured and cost-effective answer to this imbalance.
With ScaleMyCrew, profiles are recruited on demand, integrated into the client’s daily operations and supervised locally in a stable environment. They work full-time, in the client’s tools, with the same routines and expectations as internal teams. The contractual framework is 100 % European, invoicing is in euros, and the client has a dedicated European account manager for follow-up.
This dedicated offshore team model is not about impersonal subcontracting, but about real, progressive and sustainable human integration. It enables building trust, capitalizing on skills growth and strengthening the overall quality of administrative support.
A sustainable solution to support growth
Eighteen months after launch, the cleaning company has made this offshore team a pillar of its support organization. It is present in weekly committees, takes part in monthly reviews and regularly suggests ideas to improve processes. It is also a pool of evolving talent : some collaborators may eventually move into coordination, client support or quality monitoring roles.
The model is no longer a test. It has become a strategic component. It allows the company to support growth without local HR complexity, without increasing fixed costs, and without sacrificing quality. It is this combination : economic, human and organizational, that now makes the back-office in Madagascar a lasting competitive advantage.
Ready to structure your back-office in Madagascar ?
This case shows how a service company, even one heavily focused on field operations, can structure a stable and high-performing offshore back-office in Madagascar. The dedicated team model offered by ScaleMyCrew brings rigor, responsiveness and profitability in a fully controlled framework.
Do you manage large-scale interventions, schedules and contracts ? Contact us to build your own support team in Madagascar.