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CINDE Costa Rica

Plaza Roble Los Balcones, 4th Floor.
Escazu, San Jose, Costa Rica

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Services Sector


A mature business environment for


complex business processes

Home to the #1 Fortune 500 company
and more than 130 other success stories

Hundreds of companies trustus

These are a few stories of companies that have relied on Costa Rica to boost their operations and take advantage of the unique abilities our people have:

  • HP
  • IBM
  • Intel
  • P&G
  • VMware
  • Walmart

Hewlett Packard Enterprise

Started operations: 2003Sector: Services Country: United States

The the world´s second largest provider of PCs worldwide and one of the top 15 Fortune 500 Companies, Hewlett Packard Enterprise offers one of the tech world's most comprehensive portfolios of hardware, software, and services including operating systems, print management tools, and Open View, a suite that encompasses application, business, network infrastructure, and product lifecycle management. More recently it has been working to flex its business into the new style of IT: big data, cloud computing, mobility and security.

HP launched its Costa Rican operations in 2003 with ITO services for one of its main clients: Procter & Gamble. It started with 123 employees and is now the second largest private employer in the country providing services to top clients such as DreamWorks, Credit Suisse, American Airlines, Coors, Unilever, and Meryl Lynch, as well as HP itself.

Costa Rica´s bilingual talent with a neutral accent appropriate for North America, Europe and outside markets proved to be one of its main drivers. The Costa Ricans’ quick-learning and adaptable character has also been a strategic plus and has made it’s over $100 million investment, a success.

Its Costa Rican operation services range from basic call routing to global project management scope functions, which include BPO process, application services in SAP among others, technical support from Tier 1 to Tier 3 and 4, IT Infrastructure and HP Networking. They are delivered in English, Spanish, Portuguese, French, Italian and German.

In 2009 the company established the first R&D Center out of the US which is in charge of Chip design for Ethernet equipment, design of embedded software for wireless equipment and design of the latest generation of chipsets. Costa Rica also became the first ITO hub for the Corporation in the Americas in 2011. The division and has over 200 engineers working there.

The HP Enterprise Group Supply Chain Laboratory was inaugurated in January 2014, thus making Costa Rica one of the strategic geographies for Global Engineering Services and Global Business Units in charge of developing manufacturing diagnostic tools for 32 factories around the world.

IBM

Started operations: 2004Sector: ServicesCountry: United States

International Business Machines (IBM) is the world's top provider of computer products and services and is one of the largest providers of both business software and semi-conductors.

IBM Costa Rica established its Global Business Center in 2004 which provides services in administration in Human Resources, Customer Relationship Management, and Shared Services throughout all the American continent and Europe. Its decision to set operations in Costa Rica was client driven since P&G, its current customer, was requesting its vendor for HR services to have a near shore presence.

In 2011, IBM further expanded its operations and opened an additional IBM division, the Global Technology Services. The facility provides IT services to global clients who have outsourcing agreements with IBM. Among many others, this facility provides services such as server management, systems operations, database management, storage management and project management.

In June 2014, IBM celebrated its 10 year anniversary in Costa Rica with the opening of its latest Security Operations Center (SOC). Through an initial investment that included infrastructure and education, the center allows IBM to address the growing security needs of its clients in the region.

With this new center, the first of its kind in Costa Rica, IMB adds cloud, business analytics, project management, human resources and financial services to its wide service range already in place. Open 24 hours a day, seven days a week, the security center operations team monitors the latest security events experienced by IBM clients, assesses their potential impact on the business and ensures that IBM clients’ infrastructure is configured to handle the latest threats. As a result of this analysis, IBM helps to protect people, data, applications, transactions and the infrastructure for all businesses in the region.

Intel

Started operations: 1996Sector: ServicesCountry: United States

Intel is the #1 manufacturer of semiconductors, producing microprocessors that go into servers, desktop and notebook computers, smartphones and tablets. It also makes embedded semiconductors for the industrial, medical, and in-vehicle infotainment markets.


Intel Costa Rica employs more than 1,600 people in its two major operations in Costa Rica: its Global Shared Services Center and the Research & Development Center.

Intel’s Global Shared Services Center started operations in 2005. It offers services ranging from: complex functions in human resources shared services, finance shared services, global procurement operations, IT technical support to worldwide corporate applications, post-sales customer quality and reliability support and Americas Sales & Marketing Customers Business Operations.

From Costa Rica, this center provides a wide range of complex services to a broad range of geographic locations in the Americas, Europe and Asia in six languages including English, Spanish and Portuguese.

In 2011, the company centralized its Engineering Development Center for pre and post-silicon development and testing, as well as software development.

In 2014, Intel announced the creation of its Research & Development Center, becoming the largest R&D operation in Costa Rica, responsible for pre and post-silicon functions and software development.

In pre-silicon, the engineers are responsible for graphics and mixed signal hard IP structural design and validation, physical design engineering, design for testability, systems validation and design automation. In post-silicon, the center does research in test hole resolution and develops functional test content, test program integration, and design for testability validation ensuring manufacturability of all server products in high volume.

A new Mega Laboratory complements the center, it is the first of its kind globally, where Costa Rican engineers and technicians are responsible for the final test and validation of all Intel product portfolio and for delivering customer samples prior to their high volume manufacturing and distribution. This unique Mega Lab will be remotely accessed by any Intel Design Center and manufacturing operation worldwide.

The software development functions include: business intelligence development for the Sales & Marketing division; Agile design, search and infrastructure web development for intel.com; Agile software development for the Quality & Reliability Lab network from software and data architecting to application development, quality analysis, business intelligence, database administration and systems engineering.

P&G

Started operations: 1999Sector: ServicesCountry: United States

P&G serves consumers around the world with one of the strongest portfolios of trusted, quality, leadership brands, including Always®, Ambi Pur®, Ariel®, Bounty®, Charmin®, Crest®, Dawn®, Downy®, Fairy®, Febreze®, Gain®, Gillette®, Head & Shoulders®, Lenor®, Olay®, Oral-B®, Pampers®, Pantene®, SK-II®, Tide®, Vicks® and Whisper®. The P&G community includes operations in approximately 70 countries worldwide.

Procter & Gamble operations in Costa Rica started in 1999 as one of the corporation’s three Global Business Services centers (GBS), providing administrative, financial and accounting support to the company's operations in the Americas. The decision to establish in the country was mainly driven by Costa Rica’s bilingual labor pool, geographic location, the overall stability of the country, and its business environment. The center started operations providing internal HR & financial services, customer service and IT & technical support.

Since then, the company has incorporated additional functions and expanded their scope and scale of services to higher complexity levels:

In 2005 P&G Costa Rica became the Financial Services Hub for the Americas, evolving to a financial operation providing complex and value added services. This center develops P&G’s global financial management systems; develops key internal and external financial reporting, planning and analysis; executes purchase and payment of goods and services; tax compliance; treasury, and cash management for all North and Latin American countries.

The success of this formula proved further success when, in 2008, P&G expanded its Costa Rican operations to open an ITBusiness Transformation Hub for the Americas. With this, P&G’s top global business transformation projects are developed in Costa Rica. Today, this organization is tasked with reinventing best business practices by aligning processes, people and technologies around the world to reduce operational costs, and deliver tangible value to the company.

Most recently in 2013, P&G opened its innovative Supply Chain Planning Service Center for all Latin America, offering end-to-end services from planning, logistics, inventory management, packing, raw materials supply and forecasting. It is part of the P&G’s supply network operations around the globe. This center is the first of its kind to be deployed in a non-manufacturing P&G location. Today the LA Planning Service Center executes planning processes for diverse areas, covering demand, materials, manufacturing, distribution, etc., for more than 40 P&G operations throughout Latin America, including production plants and distribution centers.

P&G Costa Rica employs over 1500 people, 92% of them are Costa Ricans spanning all areas including: finance, accounting, purchases, international trade, IT, human resources, industrial engineering, and logistics.

VMware

Started operations: 2012Sector: ServicesCountry: United States

VMware helps IT become a brave new IT with one cloud, any application, and any device architecture. The company was founded in 1998 and is based in Palo Alto, California, USA. VMware simplifies IT complexity across the entire data center to the virtual workplace, empowering customers with solutions in the software-defined data center to hybrid cloud computing and the mobile workspace. With 2014 revenues of $6.04 billion, VMware has over 500,000 customers, including 100% of the Fortune 100, 75,000 partners, and 19,000+ employees in 120+ locations around the world. The firm has global centers in United Stated, India, Ireland, Bulgaria, Canada and Costa Rica, which is the biggest center in Latin America.

The company was searching for a new location, within the Americas, and evaluated several countries, including Costa Rica. Costa Rica was selected primarily for its talent, certainly demonstrated from the first interaction and it continues to showcase the talent available in the industry. In addition, people have a strong command of English and little accent combined with more complex technical requirements. “The company has been very impressed with talent, as we visibly share the passion we have embedded in our local culture, you can also sense leadership traits, strategic thinking and willingness to innovative, which are core components of our business, we’ve encountered skillful people that can take complexity and simplify it, there is a strong desire to understand and expand our knowledge, therefore reducing the learning curve, demonstrating an interest to drive results as efficient as possible”, says Ariel Vargas, Director of Operations in Costa Rica.

VMware started operations in Costa Rica in October 2012 and closed the year with 18 people. In just three years has reached 480 collaborators, which is 26 times the size it had at the start of operations. The company has found an opportunity to expand in Costa Rica a wide array of functions in English, Spanish and Portuguese, and sustain an annual attrition rate in the single digits by reinforcing values and investing in culture and work environment.

There is a variety of services provided from Costa Rica primarily categorized in three areas including Shared Services, IT & Technical Support and Sales Services. You can find roles in human resources, payroll, travel and expense, finance analysis, accounting, revenue reporting, project management, process improvement, contract management, legal counsel, quoting, pricing, license compliance, master data management, business intelligence, sales support, partner & channel support, among others. There are also roles in the technical and IT side, including technical and customer support, application support, command center, IT infrastructure, web design, graphic design, marketing automation, campaigns and e-commerce, which support the creative and dynamic content for company websites and the Partner ePortal. We also have a specialized sales support covering sales in Central America and Caribbean, including Account Management, Systems Engineers and Partner Management.

“Our growth is a reality, as we continue expanding the opportunities we have for our offices in Costa Rica. We will add more value-adding functions in other areas, therefore opening several doors for other candidates to apply and participate in our processes. The company is always looking to identify talent, and particularly having a chance to position more technical roles in areas of application support and software development.” mentions Vargas.

Walmart

Started operations: 2011Sector: ServicesCountry: United States

The top Fortune 500 Company with global sales that surpassed $476.3 billion in 2014, operates over 11,000 retail units under 71 banners in 27 countries, has e-commerce websites in 10 countries and employs over 2.5 million associates worldwide.

GSS Walmart Latin America began operations in Costa Rica in 2011 as a financial service entity for the retail divisions of the Latin American markets. It is the second Shared Services Center opened by Walmart and the first one for an international market.

Costa Rica was selected as the location for the Center because of the level of education and talent available in the country, as well as the technology and experience in this industry with an investment of over $10 million.

The center consolidates different processes like: Accounts Payable, Accounts Receivable, Fixed Assets, Master Data Management, General Ledger and Payroll. From Costa Rica, Walmart meets the financial transaction needs provides services to 8 market: Mexico, Chile, Argentina, Costa Rica, Guatemala, El Salvador, Nicaragua and Honduras. Over 500,000 transactions are processed on a monthly basis.

Walmart associates in Costa Rica, with profiles that range from Accounting, Finance, Economics, Contact Center Agents, and Technical Shared Services, have different roles in the organization, for each of the technical areas and provide services in Spanish, English and Portuguese.

In 2013, the company further expanded its operations with a local investment that surpassed US$127 million.

By 2014, Walmart Costa Rica´s team accounts for more than 1,000 associates and has further growth expectations for the next years.

Here’s the full list of currently active companies in this sector:

back office

  • Academy Mortage

    2015
  • Auxis

    2010
  • BCD Travel

    2010
  • BPO International

    2005
  • Can Capital

    2015
  • Copal Amba (Moodys)

    2006
  • Ecco Health - Kareo

    2011
  • GEP

    2015
  • HP Enterprise

    2004
  • HP Inc.

    2015
  • IBM (HR/IT)

    2004
  • Infosys

    2013
  • Lightstorm

    2008
  • LL Bean

    1998
  • McKinsey & Co. Support Services

    2009
  • Neustar

    2001
  • Pension Associates

    2010
  • SBM Management (Pacific West)

    2000
  • Trax Technologies

    2004
  • WNS

    2009

contact center

  • UPS Supply Chain

    2004
  • Valor IT

    2014
  • Van Ru

    2005
  • Language Line

    2002
  • Amazon

    2008
  • Carlson Wagonlit

    2013
  • Client Services

    2011
  • Concentrix

    2009
  • Convergys

    2010
  • CSS

    2012
  • Dell Costa Rica

    2002
  • Dialog Direct

    2012
  • Encore

    2011
  • Fujitsu

    2006
  • IBM

    2009
  • Amadeus

    1997
  • Stratus Video Costa Rica

    2015
  • SYKES

    1999
  • Tech Data

    2007
  • Teleperformance

    2010
  • Teletech

    2006
  • The Results Companies

    2014
  • United Collection Bureau

    2006

digital services

  • The Hangar Interactive (Critical Mass)

    2008
  • Skim Group

    2013
  • Prodigious

    2013
  • Possible

    2006
  • Pop Digital

    2010
  • NTT

    2015
  • Magma Studios

    2011
  • Lionbridge

    2014
  • Konrad

    2013
  • FindaSense

    2013
  • Accenture

    2005

digital technologies

  • Syniverse

    2013
  • 4Thought Marketing

    2009
  • AGS

    2012
  • Akamai

    2012
  • Avionyx

    2005
  • Bodybuilding

    2011
  • Buildingi

    2010
  • Chesapeake

    2015
  • Cognizant Technologies

    2013
  • Crowley

    2013
  • Experian

    2008
  • Factora

    2006
  • Fiserv

    2004
  • GFT Costa rica S.A.

    2013
  • Global Insurance Technology

    2007
  • HP Enterprise

    2004
  • IBM

    2012
  • Indecomm

    2015
  • Informatech

    2010
  • Intellego

    2012
  • Intertec

    2003
  • IT Convergence

    2013
  • JD Soft

    2002
  • OTSI

    2014
  • Ridge Run

    2006
  • SecureLink, Inc.

    2014
  • Snap Software

    2014
  • Softtek

    2010
  • Tek Experts

    2011
  • TradeStation

    2012
  • Trane

    2014
  • UST Global

    2014
  • Via Information Tools

    2004
  • Vichara

    2015
  • Vitalizer

    2012
  • VMware

    2012

engineering & design

  • L&T Infotech

    2013
  • AEC

    2010
  • Align Technologies

    2001
  • Emerson

    2008
  • National Instruments

    2010
  • Holland Roofing

    2002
  • Gensler

    2007
  • NC Tech

    2013
  • HP Enterprise (Networking)

    2009
  • Intel EDC

    2011

regional headquarters

  • Bayer

    1978
  • Thermo Fisher Scientific

    2011
  • Overseas Logistics Operations

    2012
  • Chiquita Brands

    2003
  • PolyOne

    2012
  • Aspen Pharma

    2014
  • ATL

    2013

shared services

  • Dole SS

    2005
  • Emerson SS

    2009
  • Equifax

    1995
  • Ernst & Young

    2011
  • Evonik

    2015
  • Experian

    2008
  • Fiserv

    2004
  • Getinge

    2015
  • GlaxoSmithKline

    1990
  • Hellmann Logistic

    2007
  • Ingram Micro

    2015
  • Intel SS

    2005
  • Inter-American Development Bank (IDB)

    2009
  • Kimberly-Clark

    2013
  • Lion Resources (Publicis)

    2008
  • Mondelez

    2015
  • National Instruments

    2010
  • Oracle

    2007
  • Pfizer

    2013
  • Procter & Gamble GBS

    1999
  • Roche

    1985
  • Thomson Reuters

    2011
  • VMware

    2012
  • Western Union

    1998
  • World Fuel Services

    2014
  • World Vision

    2013
  • Zoetis

    2013
  • Walmart GSS

    2011
  • British American Tobacco

    2007
  • Brightstar

    2014
  • Bridgestone

    2011
  • Bosch

    2014
  • Baxter Americas

    2005
  • Bacardi

    2014
  • Aspen Pharma

    2014
  • APL

    2005
  • Amway

    2010
  • Aliaxis

    2010
  • Accenture

    2005
  • Cargill Business Services (CBS)

    2014
  • Citi Business Services

    2008
  • Construction Link

    2014
  • Curtiss Wright

    2010
  • DHL

    2005