7 reasons an offshore managed services strategy Makes Sense

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A shared services model consolidates resources into a shared pool that enables a company to execute tasks efficiently and cost-effectively. The objective is to use the minimum amount of resources necessary without impacting the quality of work completed.

At MakeSense, our Shared Services Model is an operational strategy centralising skilled offshore resources. Our experts manage the complexities of MuleSoft and Salesforce instances to ensure our clients receive top-tier expertise, architectural advice and planning without the high cost of building in-house teams. 

By adopting this model, your business can streamline operations, reduce costs, and focus on core competencies while dedicated professionals handle your technical needs. The full suite of benefits include:

1. Cost-effectiveness

Gartner has projected that IT spending in Australia will exceed AU$133 billion in 2024, reflecting an increase of 8.2% from this year. As spending increases, a shared services model enables your organisation to make the most of your budget. So, you can optimise funds by allocating them to other mission-critical areas. 

A shared services model provides a cost-effective solution for managing MuleSoft and Salesforce instances without sacrificing quality. Your company gains access to seasoned professionals (our SenseMakers have years of experience and many projects under their belts) at a fraction of the cost it would take to hire a single full-time employee in Australia. 

2. Expertise on tap

MuleSoft and Salesforce implementations often require complex tasks to keep them up and running at their top capacity. You could bring this expertise in-house, but the market for Australian talent remains tough, with 31% of employing businesses reporting difficulty finding the right people to fill vacancies. A shared services model gives your organisation access to multiple professionals with diverse skill sets.

At MakeSense, we ensure that our clients have access to the depth and breadth of our team’s capabilities. Our commitment to excellence means clients receive tailored service and support optimised for their distinct needs. For example, we deeply understand the challenges faced by the retail industry and can adapt our services to meet today’s needs. Our team consistently evolves and stays abreast of the latest technology through workshops and training programs, guaranteeing that we deliver the most current and effective solutions.

Source: ABS.

3. Focused attention, transparency and accountability

Some shared services models spread their resources across multiple clients, which reduces their efficiency and the focus given to clients. We do things a little differently at MakeSense. Each team member serves a maximum of two companies simultaneously, so every client receives the dedicated attention needed for optimal service and results. 

We also understand that you want complete transparency over projects and services. We use project management software, like Jira, to track and document every activity to ensure each team member maintains accountability for their tasks. It also means your organisation receives clear updates on progress.

4. A local contact with global support

Outsourcing can sometimes lead to barriers in communication and timeliness with people coordinating from different countries and time zones. If your business experiences an outage or problem, you cannot wait hours for a response and solution. You need a local contact available.

Our shared services model blends global operations with local support. Each client gets a local contact in Australia to ensure your organisation has someone available in your timezone when needed. An offshore team helps execute some work so your business can also gain efficiencies and cost benefits. 

5. Flexibility

The business and customer markets continue changing, and your company’s needs will shift, too. For example, in the last year alone, many businesses have shifted to incorporate some form of generative AI in their processes. 22% of respondents in a McKinsey survey said they use AI regularly in their work, with 79% having some kind of exposure.

A shared services model offers flexibility as the provider adapts to your changing needs and project demands. Whether scaling up to meet increased requirements or scaling down during quieter periods, this model suits businesses with varying needs. MakeSense combines the agility of smaller firms with the robust resources of large enterprises. We pride ourselves in delivering individualised care that meets your organisation’s unique needs.

6. Quality assurance

Some leaders become concerned with the quality of services when outsourcing to a shared services model. How can you guarantee that a managed services company will completely understand your business needs?

Quality remains at the forefront of MakeSene’s shared services model. We work closely with you to understand your company’s needs and deliver tailored solutions. We have selected our team members based on expertise in their domain. Our goal is always to ensure that clients consistently receive high-calibre services that meet and exceed expectations.

7. Emergency readiness

Emergencies and unexpected challenges are an inevitable part of any project or digital transformation. Any downtime in business operations can quickly escalate into costly setbacks. Disruptions can occur without much warning, impacting processes and workflows. Whether you experience a technical issue, your requirements change, or your business experiences complications, you need a reliable partner who can quickly address and resolve issues as they arise. 

At MakeSense, we aim to address these issues quickly. If your organisation experiences any urgent requirements or issues, our local contact in Australia can coordinate with the offshore team. As a result, your organisation has a quick solution available and deployed to minimise impact on project timelines and deliverables.


MakeSense’s shared services model offers businesses a comprehensive and cost-effective solution to managing Salesforce and Mulesoft instances. Our model prioritises clear communication, quality, and quick response to emergencies. With a blend of local and global operations, clients benefit from timely interactions and offshore cost advantages. With an understanding of the Australian and global markets, we deliver tailored solutions that position our clients for success even as the landscape changes.

Get started with MakeSense’s shared services model

Our shared services model is a unique operational strategy that centralises highly skilled offshore resources to manage your MuleSoft or Salesforce instances. Our expert resources are shared with no more than one other organisation. This approach allows us to offer you top-tier expertise and dedicated attention while significantly reducing operational costs.

Our model (and cost) includes architectural services and access to our Centre of Excellence (CoE), which supports strategy optimisation, re-prioritising work after unexpected changes, or enhancing the overall integration strategy.

MakeSense has successfully implemented this model multiple times, yielding highly satisfactory results for our clients. Visit our Managed Services page for more details on what we can achieve for you.

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