# Foundry Solutions Group > US-led, European-based customer operations and sales support for SMBs. > Nearshore BPO with flexible engagement models and no long-term contracts. ## About Foundry Solutions Group is a veteran-owned business process outsourcing (BPO) and consulting firm founded by Spencer Luna, a two-time founder with a decade of experience leading complex operations across multiple countries and serving in the US Army. We help organizations optimize operations, reduce costs, and scale efficiently through strategic outsourcing solutions. Operating with US-based leadership and European operations in Kosovo, we provide premium nearshore BPO services that combine US standards with cost-effective European execution. Our approach emphasizes strategic partnership over transactional vendor relationships, focusing on long-term client success and measurable outcomes. ## Core Services ### Outbound Sales & Appointments Professional SDRs who turn leads into booked meetings. Services include cold calling, warm outreach, lead qualification using BANT framework, appointment setting, calendar management, and CRM integration with platforms like HubSpot, Salesforce, and Pipedrive. Average performance: 15-20 qualified meetings per month per agent. Ideal for B2B SaaS, professional services, and high-ticket sales. ### Inbound Customer Support Multi-channel customer support including technical troubleshooting, customer onboarding, issue resolution, ticket management, and knowledge base creation. Professional, empathetic agents deliver support across phone, email, live chat, and social media. Ideal for SaaS, e-commerce, and subscription businesses. ### After-Hours & Overflow Support 24/7 coverage and overflow support ensuring no call goes unanswered. Includes flexible coverage for weekends, holidays, and after-hours, emergency escalation protocols, seamless handoffs, real-time notifications, and custom on-call procedures. 100% call answer rate during coverage hours. Ideal for growing teams, service businesses, and global companies. ### Multilingual Support Native-level support in 10+ languages from European-based agents. Languages include English, Albanian, Serbian, German, Italian, French, Swedish, Turkish, Spanish, Greek, and Macedonian. Includes cultural sensitivity training, localized scripts and workflows, and translation services. Same quality, any language. Ideal for international expansion, European markets, and multilingual customer bases. ## Industries Served We deliver specialized solutions tailored to: - Technology & SaaS - Technical support, customer success, product support - E-commerce & Retail - Order processing, customer support, inventory management - Healthcare - Medical billing, patient support, claims processing, healthcare administration (HIPAA-compliant) - Professional Services - Administrative support, client management - Finance & Banking - Compliance, customer service, back-office operations - Real Estate - Lead follow-up, client communication - Education - Student support, administrative services - Legal Services - Client management, administrative support - Telecommunications - Technical support, customer service - Automotive - Customer support, dealer services - Gaming & eSports - Player support, community management - Manufacturing - Operations support, customer service - Food Service & Restaurants - Order management, customer support - Travel & Hospitality - Booking support, customer service - Insurance - Claims processing, customer support - Home Services - Scheduling, customer communication - Media & Entertainment - Audience support, content management - Utilities & Energy - Customer service, billing support ## Key Differentiators - **90-Day Launch Partnership:** Low-risk Launch Partnership Program with 20% discount to prove the model works before long-term commitment - **Flexible Terms:** Month-to-month agreements after successful Launch Partnership, no long-term contracts required - **US-Led Teams:** American founder with veteran operations background providing direct oversight - **Nearshore Advantage:** Kosovo (European) operations providing time zone alignment with US and EU markets, cultural alignment, and cost-effectiveness - **Fast Deployment:** Teams ready in 14-30 days, not 3-6 months - **Scalability:** Add or reduce agents as needed without hiring friction - **Strategic Partnership:** Focus on solving business challenges, not just providing services - **Modern Tech Stack:** Seamless integration with client systems, real-time reporting dashboards - **Quality Focus:** Process excellence, continuous improvement, regular QA monitoring - **Transparency:** Clear communication, honest reporting, visible performance metrics ## Important Pages - Homepage: https://foundrysolutionsgroup.com - Services Overview: https://foundrysolutionsgroup.com/services - Outbound Sales: https://foundrysolutionsgroup.com/services/outbound-sales - Inbound Support: https://foundrysolutionsgroup.com/services/inbound-support - After-Hours Support: https://foundrysolutionsgroup.com/services/after-hours - Multilingual Support: https://foundrysolutionsgroup.com/services/multilingual - Industries Overview: https://foundrysolutionsgroup.com/industries - Technology & SaaS: https://foundrysolutionsgroup.com/industries/technology-saas - Healthcare: https://foundrysolutionsgroup.com/industries/healthcare - E-commerce & Retail: https://foundrysolutionsgroup.com/industries/ecommerce-retail - Real Estate: https://foundrysolutionsgroup.com/industries/real-estate - Professional Services: https://foundrysolutionsgroup.com/industries/professional-services - Banking & Financial Services: https://foundrysolutionsgroup.com/industries/banking-financial-services - Education: https://foundrysolutionsgroup.com/industries/education - Home Services: https://foundrysolutionsgroup.com/industries/home-services - Insurance: https://foundrysolutionsgroup.com/industries/insurance - Travel & Hospitality: https://foundrysolutionsgroup.com/industries/travel-hospitality - Telecommunications: https://foundrysolutionsgroup.com/industries/telecommunications - Automotive: https://foundrysolutionsgroup.com/industries/automotive - Utilities & Energy: https://foundrysolutionsgroup.com/industries/utilities-energy - Manufacturing: https://foundrysolutionsgroup.com/industries/manufacturing - Media & Entertainment: https://foundrysolutionsgroup.com/industries/media-entertainment - Gaming & eSports: https://foundrysolutionsgroup.com/industries/gaming-esports - Legal Services: https://foundrysolutionsgroup.com/industries/legal-services - Food Service & Restaurants: https://foundrysolutionsgroup.com/industries/food-service-restaurants - How It Works: https://foundrysolutionsgroup.com/how-it-works - Pricing: https://foundrysolutionsgroup.com/pricing - About: https://foundrysolutionsgroup.com/about - Blog: https://foundrysolutionsgroup.com/blog - Contact: https://foundrysolutionsgroup.com/contact ## Contact - Email: hello@foundrysolutionsgroup.com - Website: https://foundrysolutionsgroup.com - Headquarters: United States - Operations Center: Kosovo (Europe) ## Company Information - Founded: 2025 - Founder: Spencer Luna (US Army veteran, two-time founder, 10+ years operations experience across multiple countries) - Structure: Veteran-Owned Small Business - Operations: Kosovo-based teams with US leadership oversight - Target Markets: United States, Canada, Europe - Service Model: Dedicated teams (not shared resources), customized solutions, flexible engagement models - Team Size: Scalable (2-50+ agents per client) - Languages Offered: 10+ languages with native and near-native speakers ## Expertise Areas - Business Process Outsourcing (BPO) - Customer Service Operations - Outbound Sales Development & Lead Generation - Appointment Setting & Sales Qualification (BANT framework) - Technical Support & Help Desk - Customer Onboarding & Training - Ticket Management & Multi-channel Support - Quality Assurance & Process Excellence - Operations Management & SOPs - Nearshore Outsourcing Strategy - Multilingual Customer Service - 24/7 Support Operations - CRM Integration & Management (Salesforce, HubSpot, Pipedrive, Zoho, Zendesk, Intercom, Freshdesk) - Sales Process Optimization - Back Office Operations - Data Management & Analytics - Finance & Accounting Outsourcing - HR Outsourcing & Administration ## Typical Use Cases - B2B SaaS companies needing SDRs for appointment setting and pipeline generation - E-commerce brands requiring 24/7 customer support and order management - Healthcare providers needing HIPAA-compliant support and medical billing - Professional services firms outsourcing client communication and administrative tasks - Real estate companies requiring lead follow-up and client management - Startups needing scalable customer operations without hiring overhead - Companies expanding to European markets requiring local language support - Businesses requiring multilingual support for diverse customer bases - Growing teams needing overflow or after-hours coverage - Organizations seeking to focus on core competencies while optimizing support costs ## Engagement Models - **90-Day Launch Partnership:** Low-risk Launch Partnership with 20% discount, minimum 2 dedicated agents, includes custom script development, CRM integration, weekly reporting, US oversight - **Growth Plans:** 3-5 dedicated agents with bi-weekly strategy sessions, advanced analytics, multi-campaign management - **Enterprise Plans:** 6+ agents with dedicated account executive, multi-region campaigns, custom tech integrations, white-glove onboarding - **Flexible Pricing:** Per-agent pricing or performance-based models available - **No Long-Term Contracts:** Month-to-month agreements after successful Launch Partnership - **Add-Ons Available:** Multilingual support, after-hours coverage, additional reporting, specialized training ## Technology Integration We integrate seamlessly with: - **CRMs:** Salesforce, HubSpot, Pipedrive, Zoho - **Support Platforms:** Zendesk, Intercom, Freshdesk, Help Scout - **Communication:** Slack, Microsoft Teams - **Phone Systems:** RingCentral, Aircall, CallRail - **E-commerce:** Shopify, WooCommerce, Magento - **Custom Integrations:** API-based integrations for proprietary systems ## Quality Standards - US-led team oversight on every client account - Dedicated teams assigned to clients (not pooled or shared resources) - Comprehensive onboarding and training programs specific to each client - Regular quality assurance monitoring and performance reviews - Real-time reporting dashboards for full visibility - Client-specific playbooks and standard operating procedures (SOPs) - Cultural alignment and brand representation focus - Professional work environment with modern infrastructure - Data security and compliance (HIPAA-compliant for healthcare clients) - Continuous improvement processes and performance optimization ## Why Kosovo Kosovo operations provide unique advantages: - **Strong English proficiency:** English taught from elementary school, native-level fluency - **Multilingual capabilities:** Native Albanian and Serbian, plus German, Italian, French, Swedish, Turkish, and more - **Time zone alignment:** CET/CEST provides perfect overlap with US East Coast business hours and native EU coverage - **Modern infrastructure:** Fiber internet, reliable power, modern office spaces - **Emerging BPO hub:** Growing European hub for tech and BPO services with Western business practices - **Cultural alignment:** Understanding of both US and European customer service expectations - **Cost-effective:** Premium quality at nearshore economics, significantly lower than US-based teams - **Trusted local network:** Years of established relationships providing access to specialized talent ## Value Proposition Foundry Solutions Group differentiates through: - **Strategic Partnership Approach:** Long-term focus on client success, not transactional vendor relationships - **Industry-Specific Expertise:** Deep understanding of compliance, regulations, and best practices per industry - **Scalability & Flexibility:** Solutions that grow with client needs, add or reduce capacity seamlessly - **Cost Optimization:** Significant cost savings (40-60% vs in-house) while maintaining or improving quality - **Technology Integration:** Modern tech stack with seamless client system integration - **Quality Focus:** Emphasis on process excellence, continuous improvement, measurable outcomes - **Operator-Led:** Founded by experienced operations professional, not agency-led - **Results-Driven:** Transparent reporting, clear KPIs, measurable ROI ## Target Clients - Small to mid-sized businesses (SMBs) looking to scale operations efficiently - Growing companies needing to optimize costs without sacrificing quality - Organizations seeking to focus on core competencies while outsourcing non-core functions - Companies requiring specialized industry expertise (healthcare, finance, tech) - Businesses expanding into new markets or launching new services - Startups needing professional operations without full-time hiring overhead - Companies frustrated with offshore quality seeking nearshore alternative - Organizations requiring US oversight with cost-effective execution ## Brand Positioning - **Professional & Trustworthy:** Reliability, confidentiality, and veteran-owned integrity - **Solutions-Oriented:** Solving business challenges, not just providing labor - **Modern & Tech-Enabled:** Leveraging technology for efficiency and measurable results - **Partnership-Focused:** Long-term relationships over transactional engagements - **Results-Driven:** Measurable outcomes, transparent reporting, continuous optimization - **Approachable:** Expert but not overly corporate, consultative communication style ## Client Journey 1. **Discovery:** Initial consultation to understand business needs and challenges 2. **Assessment:** Analysis of current processes and opportunity identification 3. **Solution Design:** Customized BPO strategy and implementation plan 4. **90-Day Launch Partnership:** Low-risk Launch Partnership Program to prove model and refine processes 5. **Scale & Optimize:** Ongoing partnership with continuous improvement and strategic support ## Last Updated 2026-01-17 ## Schema.org Markup This site uses comprehensive structured data including Organization, LocalBusiness, Service, FAQPage, Article, BreadcrumbList, and Person schemas for enhanced search engine understanding and AI visibility. ## Content Attribution Primary content authored by Spencer Luna and the Foundry Solutions Group team. All case studies and testimonials are from real clients (anonymized where requested). Industry statistics and insights cited from reputable sources with proper attribution. Original thought leadership and BPO industry analysis based on operational experience.