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Service Central

Cinq introduced a pods structure to help ServiceCentral achieve better market results

ServiceCentral chose Cinq as its nearshore software development partner. Cinq introduced a pods structure that enabled ServiceCentral to focus more on its business goals. The result: ServiceCentral was able to attract desirable clients.

Goal

When the mobile devices market started to increase and expand, Jeff Foster visualized a business opportunity, founding RepairQ, a software company for mobile device repairs. The company grew quickly and was purchased by ServiceCentral. With the objective to increase the quality of the product, ServiceCentral contacted Cinq in 2018 to start a nearshore software development partnership.

Cinq and ServiceCentral structured the project after aligning the challenges and goals. Cinq agile teams worked constantly to improve the software and deliver best results. Following this nearshore partnership, ServiceCentral started to work with some of the biggest smartphone repair shops companies in the USA and other countries. Cinq’s agile teams began with 5 collaborators and grew to almost 40 professionals over time. To achieve a better workflow, Cinq implemented a new structure: pods.

"With the objective to increase the quality of the product, ServiceCentral contacted Cinq in 2018 to start a nearshore software development partnership."

Approach

Instead of having one big team involved in planning, meetings, and discussion of all projects related to the client, the pod structure provides small custom agile teams. This framework ensures more focus on the client’s goals and the end-to-end project development.

Cinq divided the highly qualified professionals into 7 pods with developers, QA analysts, a pod leader, and a scrum master. The CTO, Jeff Foster, sends guidelines for Cinq's team that align the project with the pods responsible.

Pod 1 has 5 Projects, 1 Scrum Master, 1 Pod Leader, 1 QA Analys, 4 Developers. Pod 2 has 1 Project, 1 Scrum Master, 1 Pod Leader, 1 QA Analys, 3 Developers. Pod 3 has 3 Projects, 1 Scrum Master, 1 Pod Leader, 1 QA Analys, 4 Developers. Pod 4 has 2 Projects, 1 Scrum Master, 1 Pod Leader, 1 QA Analys, 4 Developers. Pod 5 has 3 Projects, 1 Scrum Master, 1 Pod Leader, 1 QA Analys, 4 Developers. Pod 6 has 2 Projects, 1 Scrum Master, 1 Pod Leader, 1 QA Analys, 7 Developers. Pod 7 has 3 Projects, 1 Scrum Master, 1 Pod Leader, 1 QA Analys, 5 Developers.

Sheet of pods structure. Arrows indicate potential changes to projects.

Cinq handles all people management, including team structure and activities planning, which enables the US team to focus on strategy and prospective new clients. Additionally, the pods' structure helps to manage the projects and the overview of the leadership, sales team, and other people about the ongoing projects.

“We’ve probably done around 50 projects with Cinq and each one has its own success metrics. We work with Cinq in an agile methodology. As we've expanded the team, we’ve created an organization where groups of developers work together with QA and product leadership to build certain features for a particular customer or roadmap item,” said Jeff Foster, RepairQ founder.

Aligned with this structure, transparent and clear communications, with the freedom to express ideas between teams, complete the secret of this successful nearshore partnership.

“Cinq is excellent in terms of communication. They definitely go above and beyond, by being thoughtful and proactive in communicating about things like that.”

Jeff Foster, RepairQ founder.

Results

After implementing the pods structure, ServiceCentral was able to accept more and larger projects, such as projects from Google, Apple, T-Mobile, and other well-known organizations.

ServiceCentral continues to grow and gain market share. Google, for example, bought the entire ServiceCentral solution and is recommending that its partners use it.

“Google bought their entire solution. Everything that they thought and visualized proved to be necessary. They saw something that the competitors didn't see.” Ricardo Busini Neto - Product Manager at Cinq

“Google bought their entire solution. Everything that they thought and visualized proved to be necessary. They saw something that the competitors didn't see.”

Ricardo Busini Neto - Product Manager at Cinq

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