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Your Global Back Office—Powered by Precision, People, and Practical AI
Ram Force Global Colombia S.A.S. (RFG BPO) is the nearshore delivery arm of Ram Force Global, a Canada-headquartered company focused on global operations and scalable solutions. From Colombia, we operate a boutique BPO and back-office model that helps North American and European companies reduce operating costs, elevate service levels, and accelerate growth—without sacrificing quality, security, or cultural fit.
The Challenge
The Problem We Solve
Modern operators are under pressure to:
Do more with less headcount and budget
Teams are stretched thin, trying to maintain quality while cutting costs and managing lean resources.
Maintain high service levels across time zones and channels
Global operations demand 24/7 coverage with consistent quality across voice, email, chat, and social platforms.
Manage compliance, data security, and talent churn
Regulatory requirements grow more complex while retaining skilled talent becomes increasingly difficult.
Launch new initiatives without adding permanent overhead
Innovation stalls when every new project requires full-time hires and long-term commitments.
The result is overloaded teams, missed opportunities, and stalled growth. RFG BPO exists to absorb that operational load—so leadership can focus on growth, partnerships, and market expansion.
Our Mission
Deliver world-class business support that blends global standards, Colombian talent, and executive oversight—so clients scale faster with less risk.
We are not a call-center mill. We are a boutique, outcomes-driven partner that treats every account like a critical program.
The RFG Advantage
We embed dedicated teams into client workflows—owning Customer Experience, logistics back office, software & web development, applied AI, legal process support, and marketing execution—so your core team can focus on strategy, relationships, and revenue.
Educated, Bilingual Talent
University-trained professionals with strong English and international collaboration experience.
Timezone Alignment
Real-time collaboration with the U.S./Canada and reliable overlap with Europe.
Executive Governance
Senior sponsor on every program, QBRs, KPI scorecards, and structured change control.
Right-Sized Scaling
From a single specialist to a fully managed pod—capacity in weeks, not quarters.
Cost Efficiency
Typical run-rate savings 40–70% versus onshore staffing, with defined SLAs and CSAT targets.
Security-First Delivery
ISO-27001-aligned controls, least-privilege access, device management, and audit trails.
Built by Operators
RFG runs its own global brands and operations on this same backbone—we know what "good" has to look like on the ground.
Core Services Overview
RFG BPO provides a suite of integrated services that can be deployed individually or as part of a cross-functional pod:
Customer Service (CX Ops)
Omnichannel support (voice, email, chat, social, in-app) with tiered escalation. Customer success, retention, and proactive outreach programs. Knowledge base creation, QA, WFM, and multilingual support.
Key Metrics: FCR, AHT, NPS/CSAT, QA pass rate, cost per contact.
Logistics & Supply Chain Support
Order management, carrier coordination, track-and-trace, and exception handling. Freight auditing, claims management, documentation, and customs prep support. Inventory and SKU data hygiene; EDI portal and TMS support.
Key Metrics: On-time/in-full, dock-to-stock, claim resolution time, cost per shipment.
Software Engineering & Tech / Web Development
Web and app development (front-end, back-end, QA), DevOps support, and maintenance. CMS/eCommerce (WordPress, Shopify, headless), API integrations, and data pipelines. SRE fundamentals: monitoring, alerting, incident runbooks, vulnerability patch cycles.
Key Metrics: Lead time to change, deployment frequency, change failure rate, MTTR.
Applied AI Solutions
Workflow automation (RPA + LLMs), intelligent routing, summarization, and agent assist. Document processing (OCR/NLP), knowledge retrieval, analytics, and forecasting. Responsible AI guardrails, evaluation frameworks, and human-in-the-loop review.
Key Metrics: Time saved per task, accuracy uplift, cost-to-serve reduction.
Legal Process Solutions (LPO)
Contract lifecycle support (intake, abstraction, metadata tagging, redline prep). E-discovery administration, document review protocols, and matter-management support. Compliance process support (e.g., KYC/AML screening administration; not legal advice).
Key Metrics: Cycle-time reduction, review accuracy, SLA adherence, cost per matter.
Marketing & Growth Solutions
Content Operations: Copy, design, localization, creative QA, and calendaring. Campaign Execution: SEO/SEM ops, social scheduling, influencer coordination, and asset governance. Analytics & Performance: Attribution, cohort analysis, channel reporting, and creative optimization.
Marketing & Growth Solutions – Expanded Capabilities
  • CRM Automation: Journey orchestration, lead scoring, nurturing, and data hygiene across MAP/CRM.
  • Fractional CMO: Strategic leadership for brand roadmap, channel mix, and marketing P&L.
  • Buyer Journey Mapping: End-to-end mapping to identify friction and lift by stage.
  • Sales Optimization: Marketing-sales alignment, enablement, cadences, MQL→SQL SLAs, and conversion playbooks.
  • Programmatic: DSP activation and optimization, audience segmentation, and frequency controls.
  • Geofencing & Micro-Proximity: Location-based activations using geo-perimeters and micro-zones.
  • Device ID: Audience segmentation and measurement utilizing device identifiers (with applicable privacy compliance).

Omni-Channel Customer Journey & Activation
We plan and execute marketing and sales programs against a structured journey, typically including: Awareness / Validation (Something sparks interest or creates a new need) → Research (Prospects actively search and gather information) → Consideration (Options are compared and evaluated) → Intent / Action (Prospects call, request information, or visit your website or locations) → Conversion (A transaction, sign-up, or commitment takes place—online or offline) → Retention & Loyalty (Relationship marketing, remarketing, and upsell programs maintain and grow lifetime value).
Our omni-channel approach connects programmatic display, SEM, social, email, SMS, and in-person channels so that every stage in the journey is supported with the right message and offer.
Programmatic & Location-Based Advertising – Highlights
  • Programmatic Display: Behavioural and interest-based targeting across millions of sites and apps, with retargeting to bring visitors back to learn more.
  • Programmatic SEM: Search Engine Marketing to capture high-intent users who are actively looking for your products or services, paying only when they click.
  • Geofencing: Virtual boundaries around key locations (stores, events, competitors) that trigger targeted ads when devices enter the zone.
  • Micro-Proximity: Hyper-local delivery of ads to people while they are physically at a location, such as a retail aisle, venue, or neighbourhood.
  • Device ID Targeting: Building privacy-compliant audiences based on real-world behaviours and frequently visited locations.
Representative Performance & Experience Benchmarks
Examples from campaigns delivered by our team and partners include:
25%
Display to Search Lift
Studies have shown that roughly one quarter of consumers will conduct a search for a business after seeing a display ad—reinforcing the value of pairing programmatic display with search.
80%
In-Store Smartphone Behaviour
Around four out of five shoppers use their smartphones while shopping to compare products, prices, and reviews—making micro-proximity and geofenced messaging highly influential at the point of decision.
40+
Years of Experience
Combined years of experience across our team and partners.
60+
Completed Projects
Successfully delivered projects across marketing and programmatic engagements.
These benchmarks are directional; in a live engagement we define concrete targets and dashboards specific to each client and campaign.
How We Deliver
Engagement Models:
Dedicated Specialist
A single embedded professional aligned to your workflows.
Managed Pod
Cross-functional team with a pod lead and shared QA/analyst.
Turnkey Program
Outcome-based SLA with full governance and reporting.
Operational Approach:
01
Discovery & Design
Map current state, define KPIs/SLAs, risk profile, and access model.
02
Talent Match & Ramp
Role profiles, hiring sprints, playbooks, and tool integration.
03
Go-Live & Stabilize
QA gates, daily standups, weekly ops reviews, 30/60/90-day improvements.
04
Optimize & Scale
Continuous improvement (Lean/Agile), automation roadmap, and quarterly value reviews.
Example Applications
Real-world results from our boutique, outcomes-driven approach:
E-Commerce CX + Logistics Control Tower
Bilingual CX desk plus logistics exception team: order status, carrier escalations, and claims.
Indicative Results:
  • ~28% lower cost-to-serve
  • +9pt CSAT
  • ~37% fewer "Where is my order?" contacts
Applied AI for Document Workflows
LLM-assisted intake and contract abstraction with human QA.
Indicative Results:
  • ~55% cycle-time reduction
  • Consistent metadata quality for analytics and reporting
SaaS Dev Pod + Marketing Ops
Product UI refresh, automated release notes, and marketing automation ops.
Indicative Results:
  • 3× deployment frequency
  • ~18% lift in trial-to-paid via improved onboarding content
Distributor & Brand Portfolio Back-Office
Centralized back office for order processing, deductions/chargebacks management, SKU data, trade marketing. Support for retailer portal submissions, planogram assets, POS material coordination, and promotional calendar execution.
Indicative Value:
  • Fewer bottlenecks at launch
  • Cleaner data for retailers
  • Faster execution of new brand/SKU rollouts
Why Colombia
Strategic Timezone
Same-day collaboration with the Americas; solid overlap with Europe.
Depth of Talent
Large graduating cohorts in tech, business, design, and law.
Cultural Fit
Service-oriented, relationship-driven work ethos.
Cost Advantage
Extend runways and scale teams without expanding overhead.
Delivery Hubs
Access to major cities with strong connectivity and talent pipelines.
Industries We Support
  • Technology & SaaS
  • E-commerce & Retail
  • Logistics & 3PL
  • Finance & Professional Services
  • Healthcare Administration
  • Hospitality & Travel
  • Media, Entertainment & Creator Economy
  • Sustainability & Nonprofits
  • Consumer Products, CPG, Food & Beverage, Alcohol & Regulated Goods
Strategic Impact
40-70%
Cost Savings
Savings vs. onshore equivalents with defined service levels.
100%
Quality Focus
QA rubrics, coaching loops, and data-driven continuous improvement.
2-6
Weeks to Launch
Typical ramp time to launch a pod with elastic capacity.
Key Benefits
Efficiency
Faster cycle times and higher right-first-time rates.
Scale
Elastic capacity, pod models, and outcome-based pricing options.
Security
Role-based access, device control, and auditable process trails.
Our Difference
Risk & Compliance: Potential Risks and Mitigations
We proactively identify and manage key risk areas:
  • Labor & employment disputes
  • Cash-flow timing & payroll exposure
  • Workplace harassment or hostile environment
  • Data security & privacy
  • Operational continuity (BCP/DR)
  • Regulatory & cross-border compliance
  • Performance degradation
  • Reputational risk
For each, we maintain documented mitigations including local counsel, compliant contracts, payroll reserves, ISO-aligned security controls, BCP/DR plans, QA systems, and executive-level escalation paths.
Commercial & Governance Snapshot
  • Engagement Options: Time & materials, FTE subscription, or outcome-based SLAs.
  • Typical Ramp: 2–6 weeks to launch a pod; 30-day pilot recommended for new service lines.
  • Instrumentation: Live KPI dashboards, weekly ops reviews, monthly MBRs, quarterly QBRs.
  • Tooling Stack (Representative): Secure ticketing/CRM, telephony/CCaaS, TMS/WMS, Git/CI/CD, MDM/EDR, BI dashboards; client systems via SSO wherever possible.
  • Quality System: SOPs, QA rubrics, calibration sessions, audit trails, and version-controlled playbooks.
  • People Model: Career ladders, coaching, certification budgets, and retention programs to protect IP and velocity.
Leadership & Legacy
Ram Force Global operates from Canada with international delivery in Colombia. We believe global partnerships should feel local—executive access, transparent reporting, and measurable value creation. RFG Colombia S.A.S. extends that philosophy into nearshore execution that is secure, accountable, and outcomes-driven.
Next Steps
Book a discovery session
Align on your portfolio and growth priorities.
Select 1–2 pilot functions
E.g., logistics back office, CX, sales/marketing ops.
Define KPIs/SLAs
Set access/scope and success criteria.
Launch a 30–60 day pilot
With clear success criteria.
Scale to a managed pod
With quarterly value and cost-savings reviews.