Case Study: Transforming IT Support Efficiency with Offshore Staffing Solutions
How a Midsized MSP Cut Costs by 60% and Improved Service Quality with Offshore Staffing
A Strategic Shift for Scalability
A leading Managed Service Provider (MSP) specialising in IT support and cybersecurity services for small and medium-sized businesses faced mounting operational challenges. With a growing client base demanding after-hours support and routine maintenance, the company struggled to balance rising labour costs, recruitment fees, and the logistical strain on its in-house team. Their search for a sustainable solution led them to partner with SupportHub360, a trusted offshore staffing provider known for its cost-effective, transparent, and seamless resourcing model.
Balancing Cost, Capacity, and Client Demands
The MSP’s primary hurdles included:
Resource Gaps:
Difficulty sourcing skilled IT engineers and support staff at competitive rates.
After-Hours Strain:
Clients increasingly required support beyond standard business hours, overwhelming onsite engineers.
High Operational Costs:
Recruitment fees, after-hours wage loadings, and infrastructure expenses eroded profitability.
Team Burnout:
Onsite staff faced burnout from managing late-night calls, impacting morale and productivity.
Seamless Onboarding and Integration
Role-Specific Training
A two-week training program on cloud-based tools and internal processes ensured offshore engineers and support satff aligned with the MSP’s standards.
Cloud & Collaboration Tools
Microsoft Teams enabled real-time communication, while cloud platforms facilitated secure access to systems.
After-Hours Workflow Shift
Offshore engineers managed preventive maintenance and client tickets post-business hours, while support staff handled admin, HR, payroll, reconciliations, and BAS reporting.
Efficiency Gains and Exponential Cost Savings
The partnership delivered transformative outcomes:
60–70% Cost Reduction
Savings on salaries, after-hours loadings, and infrastructure costs redirected funds to growth initiatives.
Extended Service Hours
Support coverage until 11:00 PM Perth time improved client satisfaction, with after-hours engineers resolving 95% of tickets the same day.
Internal Productivity Surge
Onsite engineers focused on high-priority tasks during peak hours, closing 30% more tickets weekly.
Team Morale Boost
Reduced burnout as in-house staff reclaimed work-life balance.
A Partnership Built for Long-Term Success
By leveraging SupportHub360’s offshore staffing model, the MSP transformed its operational efficiency, scalability, and client satisfaction. The collaboration underscored SupportHub360’s commitment to transparency, flexibility, and delivering measurable cost benefits—proving itself as a strategic partner for businesses navigating complex resourcing challenges.
