Series B SaaS, Data Integration
DataSync Pro: Building a World‑Class Satellite Office
Data integration platform | Toronto, Canada | Series B ($25M raised)
Overview of the Company
DataSync Pro is a Series B data integration platform serving 3,000+ enterprise customers who expect always‑on support and rapid, reliable iteration. To keep pace, the company assembled a patchwork of five vendors across support, QA, development, and data operations. The result was uneven SLAs, variable quality, diffuse accountability, and 20% of leadership time lost to coordination. The board set an aggressive 35% EBITDA improvement target while $3.2M/year flowed into fragmented operations,elevating TCO and governance concerns and putting scale ambitions at risk.
The Challenge
Enterprise customers and InfoSec demanded SSO enforcement, least‑privilege access, device hardening, and auditability,controls that were hard to standardize across multiple vendors. The CFO needed measurable TCO reduction; the COO needed a management layer and C‑suite visibility; the board wanted a viable build‑operate‑transfer option. Meanwhile, inconsistent SLAs and scattered ownership drove incident cost, slowed velocity, and eroded confidence. Standing up a regional in‑house team promised control but required time and capex the company couldn’t spare.
Dimension | Before (Patchwork) | After (SoTalented) |
Vendors | 5 | 1 |
SLA adherence | Inconsistent | Standardized, audited |
Exec time on ops | 20% | 5% |
Coverage | Partial time zones | 24/7 |
Compliance | Mixed maturity | ISO/SOC‑aligned, SSO/RBAC enforced |
The SoTalented Solution:
Over 90 days, SoTalented stood up a branded, fully managed Customer Success operation on a dedicated floor: a 28‑person department led by two managers and one ops lead, with secure networks, SSO/RBAC, device hardening, NDAs, background checks, and audit‑ready ISO/SOC‑aligned processes from day one.
We integrated with Slack, GitHub, and Zendesk; launched C‑suite dashboards and weekly business reviews; embedded SLAs and performance guarantees in the MSA; and provided an optional build‑operate‑transfer path at month 18. As volumes grew, we added a QA cell and an analytics squad for forecasting and escalation insights,tightening feedback loops and improving the signal back to engineering without burning out the core team.
90‑day rollout timeline
(Discovery → Security/SSO → Seating/Branding → Hiring & Onboarding → Go‑Live → Weekly Business Reviews).
Driven Outcomes:
Within six months, EBITDA improved by 32% through operational efficiencies; vendor management collapsed from five partners to one, freeing 15 leadership hours per week; development velocity rose 45% on the strength of cleaner inputs and tighter loops; true 24/7 coverage went live; and average ticket resolution time dropped from 48 hours to 6 hours. Annual savings versus local hiring reached $1.4M, with standardized controls protecting enterprise accounts.
“This isn’t outsourcing,it’s strategic expansion. Our Bangalore team runs like our Toronto team, just happens to cost 65% less. They’ve become so essential that we’re planning to double the team next quarter” says James Park, CEO.
“It used to take us months and only a handful; to hire, equip, and onboard the right people,and it still felt fragile and expensive. With SoTalented, the hiring workflow, background checks, devices, access, and onboarding were handled end‑to‑end under one roof. We had a full team seated in a branded space, on our tools, with SLAs live inside 90 days. From HR’s side, it was the smoothest scale‑up we’ve run,cost‑effective, compliant, and operationally steady from week one.” , Natalie kyan, Chief Human Resources Officer
Visuals we can add more:
Above the fold: KPI tiles row
(EBITDA: +32%; Resolution time: 48h → 6h; Leadership time saved: 15 hrs/wk; Annual savings: $1.4M).Sidebar: Cost‑savings waterfall
(fragmented ops baseline → vendor consolidation → managed operations → net savings).
Ready to write your success story? Contact SoTalented to build your satellite office in 21 days.
Note: Client names have been changed to maintain confidentiality. Results are representative of typical outcomes achieved by SoTalented customers
