Engineering & product support · Ongoing
YRW
Alexandria, NSW, Australia
We maintain and build the internal platforms behind a multi-product software business.
YRW Technologies — Software portfolio builder — a consortium of web and mobile products.
Outsourcing partner · India
A trained team for your support and back office.
We hire, train and manage the people who answer your customers and handle your admin. You get a team of your own for a fixed monthly cost — usually live in two to four weeks.
- Started
- 2022
- Hours covered
- 24/7
- Services
- 12
- Typical setup
- 2–4 weeks
©At a glanceThe basics
- 2022
- Year we started
- 12
- Services we run
- 8
- Industries we work in
- 24/7
- Shift cover available
©ServicesWhat we can run
Services
What we can run for you
Twelve jobs, in two groups. The first six are high-volume work with clear rules. The last six need judgement. Most clients use some of both.
Business process
High volume, clear rules
Knowledge process
Judgement, analysis and engineering
©About DepraHow we work
Why people pick us
Four things we do differently
Nothing here is clever. It is just the stuff that goes wrong with outsourcing, and how we avoid it.
Depra is the outsourcing arm of the team behind Depra Studios. We take a job you are doing badly, slowly or expensively, write down how it should be done, put a named team on it, and send you the numbers every month. You keep your customers, your systems and your data.
01
You get the same people every day
A named team with a team lead and a trained backup — not whoever is free that shift. They learn your product, and they stay on your account.
02
We work inside your tools
Your helpdesk, your CRM, your accounting software, your repo. Nothing gets moved to our systems, so nothing has to be moved back if you leave.
03
Everything is written down first
Before anyone starts, we write the steps, the escalation rules and the quality checklist — and you approve them. That document is yours.
04
You get a report before you ask
Numbers every week, a proper review every month, and an honest note when we miss a target. You should never have to chase us for an update.
©QualityWhat we promise
Service levels
The numbers we agree to before we start
Every job starts by measuring how you are doing today. Then we agree a target in writing and report against it every month — including the months we miss.
- First reply on chatChat and social messages
- <0s
- Service level metMeasured per queue, per month
- 0%
- Accuracy after checkingBack-office and data work
- 0.0%
- Cover availableThree shifts, from week one
- 0/7
These are targets, not guarantees. We measure your current numbers in week one and write the agreed target into your contract.
What to expect
What changes in the first three months
Roughly what you should expect once the process is written down, the tools are set up and the team is trained. Measured against your own week-one numbers.
| When | What | Target |
|---|---|---|
| Week 1 | We measure everythingYour current numbers, before we change anything | Your current numbers, before we change anything |
| Week 2–4 | First reply timeCut by half or better once routing and templates are in place | Cut by half or better once routing and templates are in place |
| Week 4–8 | Solved on first contact75% or more, as the help articles build up | 75% or more, as the help articles build up |
| Week 6–10 | Tickets older than a weekUnder 5% of what is open | Under 5% of what is open |
| Week 8–12 | Customer satisfaction4.6 out of 5 or better, held for a full month | 4.6 out of 5 or better, held for a full month |
| Month 4+ | Cost per ticketFalling — by removing tickets, not by using cheaper staff | Falling — by removing tickets, not by using cheaper staff |
©IndustriesWhere we work
Industries
Industries we work in
Each one has its own vocabulary and its own way of going wrong. These pages say what that is, rather than repeating the same paragraph eight times.
©Getting startedFive steps
How we start
From first call to first shift
Five steps. Each one ends with a document you keep, whether or not you carry on to the next.
01
A 30-minute call
You walk us through the job. We ask about volumes, tools and what goes wrong. Then we send you a written map of the process and what it costs you to run today.
You keep: Process map and cost
02
Agree the scope
What is included, what is not, what the targets are and who to call when something breaks. Sorting this out now saves an argument at 2am later.
You keep: Signed scope and targets
03
Write the playbook
Step-by-step instructions, escalation rules and the quality checklist — written before we hire anyone, and reviewed by you.
You keep: Playbook and checklist
04
Hire and train
We recruit against your requirements, train the team on your product, and have them sit alongside live work before they touch it. Nobody speaks to your customers on day one.
You keep: Team list and training record
05
Go live
The team starts, with a daily handover, a weekly check-in and a proper monthly review. From here the job is making it better, not keeping it going.
You keep: Monthly review pack
Start with the free review
Half an hour on a call, then a written map of one workflow and what it costs. No obligation, and the document is yours either way.
Schedule a call©ClientsWho we work with
Clients
Fewer logos, more detail
We only publish work we can describe properly, and no number goes on this site unless the client has agreed it.
Sister company
Depra Studios — AI-native product, design and engineering studio
When a job needs a product designed, an AI system built or a brand made from scratch, it goes to the studio team — same founders, same standards, one contract.
©TeamWho runs it
Team
The people behind Depra
Three founders. You will meet all of us on the first call, and the one who owns your account will still be there in a year.
Zia WasiFounder & CEO
Zia agrees the commercial terms and stays on the account after it starts. He has founded and run businesses before, which is why we price from what a team actually costs to run rather than from a rate card.
Ifham BaigCo-founder & CTO
Ifham runs delivery — the teams, the tools, who has access to what, and the standard every job is measured against. He writes the escalation rules himself, because he is the one who gets called.
Mohammad ShahidCo-founder & CMO
Shahid owns what you actually experience month to month: the check-ins, the quality reviews and the report that arrives before the meeting rather than during it.
©QuestionsGood to know
Common questions
Questions we get asked a lot
If yours is not here, email us. A person answers, usually the same day.
BPO is work with clear rules and a lot of volume — answering tickets, processing orders, entering data, paying invoices. KPO is work that needs judgement — analysis, research, labelling data for AI, engineering. We do both, and most clients end up using a bit of each.
One full-time person, or a fixed-price pilot of six to eight weeks. Below that, the setup and training cost more than the work is worth, and we would rather say so than sell you something thin.
About two weeks for one channel with an existing help centre. Four to six weeks for round-the-clock cover or an engineering team, because training and shadowing cannot be rushed without the quality suffering.
No. We work inside your helpdesk, CRM, accounting system and code repository using individual logins. Everything stays in your systems, so ending the contract is a login change rather than a migration project.
It depends on the channels, languages, hours and how much of the volume can be avoided altogether, so a published hourly rate would be wrong for almost everyone. After the free 30-minute review we send a written price with the team shape behind it.
It goes in the monthly report with the reason and the fix, whether or not you noticed. On managed-service contracts you also get money back on the terms we agree up front.
You do. Process notes, playbooks, checklists and technical documentation are yours and we hand them over whenever you ask — including on the day you leave. It is in the contract, not a favour.
Individual logins, read-only access unless more is needed, an NDA signed by each person, managed laptops and a quarterly access review. What we can store, where and for how long is agreed in writing before anyone starts.
India. The company is Wizthinkers Private Limited, registered in Uttar Pradesh in 2022. We run three shifts so we can cover Asia-Pacific, Europe and the Americas.
Yes — through Depra Studios, our sister company with the same founders. Product design, AI work and building something from scratch go there, under the same relationship rather than out to a stranger.
Next step
Let's talk about your team
Pick the job that is costing you the most time right now. We will map it, price it, and tell you honestly whether outsourcing it is the right move yet.