In the world of IT services, round-the-clock coverage is vital. For DSP IT, a managed services provider based in Melbourne, Australia, that needed to spark a new path, led to a strong, lasting partnership with TGT Global.
Damien Pepper, Managing Director of DSP IT, shared how their search for reliable offshore talent became a long-term success story.
“I have confidence that you can come to TGT, find what you need, get what you need delivered, and have a long-term relationship.”
Key takeaways
DSP IT’s partnership with TGT Global shows how the right offshore support can drive steady business growth. Here are the main lessons from their journey:
- DSP IT achieved consistent service availability by expanding its technical coverage beyond standard business hours. Offshoring with TGT Global allowed them to meet client needs around the clock.
- TGT Global provides DSP IT with a full workspace set-up and on-site management support. This structure and role flexibility helped the team adjust quickly to business demands.
- TGT Global built an offshore team that mirrored DSP IT’s culture and standards. This strong alignment led to higher performance, long-term stability and business growth.
Meeting the need for broader coverage
As an Australian IT service provider, DSP IT had a requirement to support clients outside of standard business hours. Most local staff preferred traditional nine-to-five schedules, which caused Damien a problem.
“We were looking to find coverage,” Damien said. “When I say coverage, I’m looking at time zone because Aussies didn’t want to work outside of nine to five. Offshoring has allowed us to grow a team that could supply our technical services during those times.”
This challenge opened the door to offshoring, but finding the right partner took time.
Raising standards through professional partnership
Before working with TGT Global, DSP IT partnered with another BPO. While that partnership met staffing needs, it lacked professionalism.
“Our challenge was that many of our employees were literally working from home, you had the roosters, the dogs, the family,” Damien recalled. “We worked out that we needed to be more professional than that.”
Through industry referrals, TGT Global stood out as the right fit. “The winner was the ability to develop what we wanted,” he said.
Flexible roles that fit the business
At TGT Global, we design offshore setups around our clients’ goals. For DSP IT, that meant creating flexible roles that could shift with their goals.
“We’ve got a staff member whose role is predominantly sales, but we’ve morphed it into sales and admin and a bit of direct sales,” Damien said. “A lot of employees in Australia want a defined job role, and we’ve been able to vary that up here.”
This flexibility helped DSP IT scale operations efficiently. The results went above cost savings.
“What we’ve been able to do, due to cost savings, is have more staff based here in the Philippines as opposed to having maybe one person in Australia.”
Building teams that reflect their culture
For DSP IT, success meant having a team that matched their culture and work ethic, regardless of their location.
“The TGT team for me is a replication of my team at home,” Damien said. “If we’ve got concerns or hiring challenges, there’s a group of people available through TGT to help us work through that.”
At TGT Global, we back every offshore team with full operational and people support, from recruitment and onboarding to employee engagement through our ViTAL program.
“You’ve got to think of it as a whole business behind TGT driving your employees. Whether it’s the ViTAL program or providing lunch, all these things that just happen with very little input from us and create great outcomes for our employees.”
A partnership made for growth
What began as a search for extended coverage grew into a partnership built on trust, adaptability, and shared success. By addressing both technical and cultural needs, DSP IT built a strong, scalable offshore team aligned with their vision.
At TGT Global, we build alliances that help businesses scale with confidence, improve service delivery, and unlock their full potential.
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