Maya Milanova

Managing Director, Flow Logic

How did you get inspired to start a new business in a challenging global environment?

For quite some time I had this strong voice inside, giving me the certainty that it was the time to act. At that moment, I was surrounded by savvy professionals who were also willing to do something in a different way. With all the uncertainties and all dreams related to a new project, we decided to kick off Flow Logic in 2020.

Why did you step on the bold vision for innovating the established Business Process Outsourcing (BPO) industry?

Yes, we did go with the brave vision to become the industry leader from SEE and the go-to partner in the local market when it comes to Business Process Services, Business Process Solutions, and Augmented Capacity. There is a universe of opportunities to challenge the way in which the business support activities have been shaped and delivered over the past couple of decades. It will be a journey and we’ve come to challenge and innovate the established BPO industry.

What do you mean when referring to “innovate”?

The BPO sector is quite established by now and there are big players that set the pace and standards for working on a very large scale. Flow Logic gives an alternative when an organization will benefit from best practices delivered with a tailored approach and bespoke solution to each customer. We pack that offering with solid expertise and strong professional background in a variety of business process areas like Finance, Accounting, Human Resources, Project Management, Procurement, Administration.

Is it like David challenging Goliath?

Not really. We are just an alternative to Goliath. We are partners, not competitors. Flow Logic gives a broader choice in terms of suppliers when it comes to BPO projects execution in the context of tailor-made, niche solutions, opposed to established, standardized, sometimes rigid, out-of-the-box alternatives.

In your current portfolio, there are three main pillars – building Business Process Centers (BPC), Talent Capacity, and Business Process Solutions. Where did you start from and what is the current split?

We started with the mission to unlock businesses, people, ecosystems, and markets to be continuously competitive through optimized business processes. Therefore, we constructed our portfolio around three complementary pillars.

We have been very successful in providing senior and expert Talent Capacity especially for Project Management and Change Management – trusted and recognized already as high-quality provider by working with several global brands. With the Business Process Solutions, we address requests for highly specialized and expertise-intensive solutions involving Robotic Process Automation (RPA), Digitalization, and Hyper-Automation. Our vision for the Business Process Centers is to let businesses do their core activities and partner with us in the journey from starting a center through consuming its delivery, to benefiting from continuous optimization, serviced by Flow Logic.

What was the reason you looked for support from CoMantis?

While the executive team behind Flow Logic has deep expertise in BPO services and operations, we have had limited exposure to the depths of marketing and sales. Moreover, when it comes to launching a new services brand that starts with a bold vision, the challenge is greater. The journey with CoMantis started with revamping the content of our website, LinkedIn, and company materials. It was paramount to convey our core business messages in a straightforward and clear way. An external expert view was necessary to restructure and help us in approaching the European market.

Can you share more on the experience working with CoMantis?

The joint journey was of close initial work between the teams, as we had barely 2 months to restructure and launch a new website, focused on our vision, and built around the tailored sales propositions. Then, we proceeded with market positioning, go-to-market strategy alignment, and planning. Further, with a strategy for each territory and meticulous selection of the target audience, messaging, sequences, engagement process, etc. In addition, CoMantis leveraged their close personal network, to create awareness about our new brand and generate some adequate leads and opportunities. A huge amount of work was executed in tight deadlines, overachieving all KPIs set in the initial proposal. Certainly, what we appreciated the most was the fast, transparent, and open communication that helped us feel in control of the whole process and gave us an understanding of the end-to-end marketing and sales operations.

So, how did this joint journey impact your business?

We have achieved a lot in short timeframes. It is not easy to launch a new services brand, and for the initial steps we all rely mostly on our personal networks, while pursuing new connections – ultimately, people want to do business with people they know and trust already. We have got valuable breakthroughs in both aspects – in exploring personal networks and in building an expanded business network from scratch.

How do you see the future of Flow Logic?

We’ll continue to approach our services with full transparency, engagement flexibility, time sensitivity, sustainability, and strive for continuous improvement. We will also continue enriching our portfolio with concrete solutions for our clients to let them focus on their core business. We expect to strengthen further our partnership with CoMantis as I know with certainty that the best performance comes when one does what they are best at. This attitude will help us to expand and grow further, to excel in all we do, and to achieve our mission and ambition.

Thank you for your kind words, Maya!

Big Journeys Begin with Small Steps: A Brave Vision for Innovating the BPO Industry