Scaling HR Operations for a Global eCommerce Brand Through HR Outsourcing in Vietnam

Rapid growth is a hallmark of successful eCommerce businesses, but it also places intense pressure on internal HR teams. As headcount expands across regions, managing high volumes of employee requests can quickly distract HR leaders from strategic priorities. A global firm operating in the e-commerce industry approached Reco for HR Outsourcing solutions in Vietnam to centralize HR support, improve service quality, and enable scalable growth. 

1. Client Overview

The client is a global eCommerce company, operating multiple digital commerce platforms and fulfillment operations across North America, Latin America, and Asia. Supporting thousands of employees across corporate, customer service, logistics, and technology teams, the company relies on agile HR operations to sustain rapid growth.

To improve efficiency and consistency, the client explored HR outsourcing services in Vietnam, leveraging the country’s strong talent pool and cost-effective delivery model.

2. Client Requirements 

As the company scaled, its internal HR team struggled to keep pace with increasing operational demands.

Key challenges included:

• Rapid employee growth across multiple regions and functions
• High volume of repetitive HR requests related to onboarding, benefits, leave, and policy inquiries
• Inconsistent service quality and limited visibility into ticket status
• HR staff spending excessive time on transactional work rather than strategic initiatives
• No established HR help desk or contact-center-style operation
  

The client required HR outsourcing providers that could act as a centralized, scalable support function while integrating seamlessly with existing HR systems and processes.

3. Reco’s Approach

Reco implemented a structured HR outsourcing solution in Vietnam, designed to function as an extension of the client’s in-house HR team.

3.1. HR Service Desk Setup

Reco built a Level 1 HR Service Desk to handle high-volume employee inquiries:

• Defined clear service scope, escalation paths, and resolution standards
• Established standardized workflows for common HR requests
• Implemented service-level metrics aligned with eCommerce operational demands

3.2. Outsourced HR Service Delivery

Our team provided HR services through multiple channels:

• Phone, email, and employee self-service portals
• Support for full-time, part-time, and seasonal eCommerce employees
• Core HR outsourcing services included:
  • HR help desk support
  • HR administration
  • Benefits and leave administration
  • HR compliance and administrative reporting

Vietnam-based HR specialists delivered consistent support while adapting to the fast-paced nature of eCommerce operations.

3.3. Scalable Team & Technology Integration

To support peak seasons and business fluctuations, Reco:

• Implemented a tiered support structure to manage varying request complexity
• Integrated with the client’s existing HR platforms and cloud-based systems
• Enabled rapid scaling of HR support capacity during peak sales periods

3.4. Quality Assurance & Governance

Reco embedded strong governance into our HR service:

• Continuous monitoring of service quality and accuracy
• Regular performance reporting and trend analysis
• Ongoing training to ensure consistent service delivery

4. The Outcome

The HR outsourcing solution in Vietnam delivered measurable operational improvements:

• 99%+ employee satisfaction, driven by faster response times and consistent HR support
• HR performance metrics exceeded internal benchmarks for accuracy and resolution
• Ability to manage thousands of HR tickets per month, with flexibility to scale during peak eCommerce seasons
• Improved transparency into HR operations through detailed reporting
• Internal HR teams freed to focus on workforce planning, retention, and employer branding

By adopting outsourced HR services, the client improved efficiency, reduced operational strain, and built a scalable HR support model aligned with rapid eCommerce growth.