Frequently Asked Questions (FAQs)

We were founded in 2015 and have been operating for more than a decade. Established by Vietnamese founders came from US, the company has maintained a strong commitment to quality from the very beginning.

Simply reach out to us via our website or contact form to schedule a free discovery call here. Our team will assess your needs, recommend the right service line, and guide you through next steps including proposals and onboarding.

Yes. You can browse selected candidate profiles from our talent database to evaluate skills and experience upfront. We are also happy to schedule interview times and share Talent Profiles before any commitment is made.

We are flexible and can accommodate clients starting with a single dedicated staff member, scaling up as your business grows. There is no large minimum headcount requirement.

Our current practice as following:

• Clear task breakdowns and briefs created from day 1
• QA process applied before every handover
• Daily monitoring of task progress and deliverables
• Clear alignment on priorities, deadlines, and expected outcomes

Our accounting outsourcing model is designed around dedicated resources rather than shared service pools. Clients can choose a self-managed model, where they directly oversee the team, or a co-managed model, where we provide operational management and quality oversight. We customize the engagement based on your processes, software environment, staffing requirements, and growth objectives so the team operates as an extension of your finance department.

Our accounting professionals are certified and experienced in leading finance platforms including QuickBooks, Xero, SAP Concur, Microsoft Dynamics 365, and related CRM systems. Our team supports bookkeeping, accounts payable and receivable, payroll processing, financial reporting, expense management, ERP integrations, and process automation. This enables us to adapt to clients' existing accounting environments while supporting accuracy, efficiency, and compliance.

Our accounting outsourcing solutions have helped clients accelerate invoice processing by 67%, reduce payroll errors by 82%, support over 20,000 monthly finance transactions, and successfully transition complex finance operations to scalable shared service models within three months. That is the success story we delivered for a large U.S. IT staffing company through a cloud-based Shared Service Center model. You can download this case study here.

Yes. We provide services for Business Intelligence & Analytics Services include Data Collection & Integration, Performance Measurement & Reporting, Data Quality Management, Data Visualization, and Trend Analysis & Forecasting. Learn more here.

Data labeling assigns predefined categories to data points, such as "cat" or "car." Data annotation is broader. It adds spatial and contextual metadata such as bounding boxes, segmentation masks, and key points, enabling richer AI understanding beyond simple classification.

Annotations are performed by trained professionals using quality-validated workflows. Each dataset undergoes a review and validation stage before delivery to ensure labeling accuracy, consistency, and compliance with client-defined standards.

Yes. Our team works with your existing platforms and can adapt to client-specified formats, annotation tools, and data handoff protocols, minimizing disruption to your current workflows.

All data is processed under strict confidentiality agreements and in compliance with GDPR and HIPAA standards where applicable. Our ISO 27001:2022 and ISO 27701:2019 certifications govern how client data is accessed, stored, and transmitted throughout the project lifecycle.

We work with a range of industry-standard BI and analytics platforms, including Power BI, Tableau, and Google Data Studio, as well as Python and SQL-based analytical frameworks. We can also adapt to your preferred tools if you have existing platforms in place.

Yes. Our creative teams are set up to scale with high-volume production needs, with turnaround times of 8 hours for up to 1,000 images.

Yes. Your full-time employee will serve as your dedicated support professional.

Depending on your requirements, your account can be supported by a creative designer, video editor, digital marketing specialist, or social media coordinator. Team members are selected for relevant experience with tools such as Adobe Creative Suite, Canva, Meta Ads, CRM systems, and marketing automation platforms. A team lead or account manager may also oversee performance, communication, quality control, and service continuity.

Innovature provides dedicated, reliable resources within a structured management, quality-control, and business-continuity environment. Clients receive direct access to offshore creative professionals, faster hiring, and scalable staffing without carrying the full burden of recruitment and training. View the related case study.

We begin with a marketing needs assessment to identify your challenges, target audience, existing activities, and resource gaps. Based on the findings, we can recommend a dedicated FTE team, project-based service, or a hybrid approach.

A hybrid FTE model provides dedicated marketing professionals for ongoing CRM management, lead generation, content, email campaigns, and marketing administration. Project-based delivery is better suited to defined initiatives such as graphic design, database building, SEO audits, or website optimization.

Yes. Based on your priorities, bottlenecks, resources, and growth plans, we can tailor a team with the appropriate mix of marketing coordinators, lead-generation specialists, content marketers, CRM administrators, digital marketing specialists, and project managers.

Yes. We operate 24/7 and can staff teams to your preferred time zone, including US, European, or Australian business hours.

We provide dedicated agents who work exclusively for your company. Your customers interact with staff who know your processes, systems, and brand - not a shared pool serving multiple clients.

Our agents can handle voice (inbound/outbound calls), email, live chat, and social media support, depending on your service configuration.

A dedicated account manager conducts weekly check-ins, monthly process reviews, and bi-annual performance reviews. Staff are supported with ongoing training, performance coaching, and can be replaced if performance standards are not met.

Yes. Our team is experienced with a wide range of platforms including Salesforce, Zoho, Deskpro, and others. We can work within your existing tech stack or advise on the right tooling setup for your customer service operations.

Our recruitment process includes job posting, candidate screening, skills testing, interviews, and background verification. You can review shortlisted candidate profiles and conduct interviews before any hiring decision is finalized.

Yes. We are happy to schedule interview times and share Talent Profiles upfront so you can evaluate candidates before making any commitment.

Innovature staff receive competitive salaries, medical & health coverage, performance bonus, statutory Vietnamese leave entitlements, night shift allowance and access to employee engagement programs. Details of specific benefits are aligned with Vietnamese labor law and Innovature internal policies. Visit our Career Page for more information.

We use email, Microsoft Teams calls, and our Attendance Tracking System to provide timely updates. Voluntary resignations require at least 30 days notice, with leave notifications ranging from one day to one month depending on leave type.

Innovature staff are primarily office-based to ensure quality oversight, security compliance, and consistent performance and productivity. Remote or hybrid arrangements may be considered on a case-by-case basis depending on the nature of the role.

Yes. We provide our staff with a 24/7 accident and health insurance plan. These insurance packages offer access to a broad range of healthcare services through an extensive network of providers.

Our dedicated HR team leads monthly engagement programs designed to support employee wellbeing, connection, and professional growth. Through team-building activities, wellness initiatives, recognition programs, and career development opportunities, we foster a workplace where employees feel valued, engaged, and supported.

These efforts contribute to our strong 80% staff retention rate, helping protect the time and resources our clients invest in training their offshore teams. By prioritising mental wellbeing, work-life balance, and employee satisfaction, we help ensure teams remain motivated, productive, and committed for the long term.

Our standard leave policy includes 2 sick leave (SL) days, 1 birthday leave (BL) day, and 12 vacation leave (VL) days per year, in addition to Vietnam public holidays. All vacation leave requests are subject to prior client approval.

We are transparent about our pricing. Any applicable setup or onboarding fees will be clearly disclosed upfront in your proposal and service agreement, with no hidden charges.

In certain circumstances (for example, telemarketing or output-based projects), performance-based pricing may be available. We will discuss the most suitable model for your business during the proposal stage.

Yes. We offer flexible engagement terms that allow you to scale staffing levels in line with your business needs. Scaling terms and notice periods are documented in your service agreement.

Yes. To support and reward clients who scale their teams with us, we offer volume-based discounts on our service fees. These discounts are applied across the entire team.

Invoice payments can be made in USD, AUD, EUR, GBP, NZD, SGD, or CAD. We also offer local payment options through designated in-country banks with no transfer fees. Credit card payments are accepted as well, although applicable processing fees may apply.

If staff are required to work on a Vietnam public holiday, an additional holiday premium will apply and be billed to the client. In such cases, the client will be charged at 300% of the standard daily rate in accordance with holiday pay requirements.

The Client is responsible for any additional charges related to extra hours worked by staff, including overtime. Overtime hours worked on weekdays are billed at 150% of the standard hourly rate, while weekend overtime is charged at 200% of the standard rate. Dedicated staff will only work overtime upon request or approval.

No. Data access is strictly controlled. No one including client's staff, investors, Innovature BOD who are not assigned duties to your account can access your data without your company's explicit permission. Access restrictions can be configured to your requirements.

We comply with applicable data protection frameworks relevant to our clients' operating regions, including GDPR principles and Vietnam's data privacy regulations. Specific compliance requirements (e.g., HIPAA for healthcare clients) are addressed during onboarding.

Yes. All staff sign employment contracts that include confidentiality and data security obligations. Client-level NDAs are also a standard part of our engagement agreements.

Our offices employ access controls, secure network infrastructure, and internal security protocols aligned with ISO/IEC 27001 standards. Detailed security documentation can be provided upon request.

Yes. In the unlikely event of a disaster or business disruption, our staff can, with client approval, be temporarily relocated to an alternative site or transitioned to a work-from-home arrangement to ensure business continuity.

We follow a two-level escalation process:
Operational concerns related to your offshore agent are escalated to our Delivery Manager for prompt resolution.
Critical issues are escalated within 30–60 minutes, supported by clear communication and actionable resolution plans.

Innovature BPO operates a secure, compliant facility in Ho Chi Minh City, Vietnam. Backed by over 10 years of industry experience, our infrastructure supports a dedicated team of over 200 professionals serving more than 50 clients across three continents with seamless scalability.

Our facility features a secure call center environment with enterprise-grade hardware, multilingual omnichannel support (supporting 6 languages), and redundant internet connections with backup power to prevent downtime. Additionally, we provide tech-enabled meeting rooms named after our core values (Innovation, Integrity, Resilience, and Our People) equipped with modern corporate teleconferencing hardware for seamless cross-border alignment.

Not at all. We provide proposals, demos, case studies, and full sales support.

No restrictions as Innovature currently serves clients across North America, Europe, and the Asia-Pacific (APAC) region.

You retain the relationship and continue as their trusted advisor. Innovature handles day-to-day delivery.

Teams are fully onboarded & productive within 2-4 weeks of contract signing.