RevOpsManaged Services / Offshore Staffing

Scaling Operations with a Centralised Revenue Platform

Support Studios places offshore teams across the Philippines and Bali for Australian clients. We built a centralised Retool-based operations platform that automated billing reconciliation, compliance calculations, and financial reporting, giving the leadership team real-time visibility to scale with confidence.

Guy Picken
Managing Director, Support Studios

Understanding the Problem

The Situation

Support Studios operates a managed service model, placing offshore staff in the Philippines and Bali for Australian clients. As the business grew, so did the complexity of managing multi-currency cost structures, statutory obligations across two countries, and billing across a growing portfolio of engagements.

Multi-currency cost structures spanning AUD, PHP, and IDR

Statutory obligations across both the Philippines and Indonesia

A growing portfolio of active client engagements

Operational data spread across multiple systems without a unified view

The Challenge

As the business scaled, the existing tooling wasn't keeping pace. Operational data lived across disconnected systems, making it difficult to maintain a single, reliable view of engagements, costs, and billing.

Client contracts, staff assignments, and billing data managed across separate tools

Time-consuming manual reconciliation to ensure billing accuracy

Limited automation for compliance calculations and anniversary tracking

Leadership needed faster access to financial position without waiting for month-end

Disconnected systems consolidated

The Opportunity

The team recognised that a centralised platform could unlock the next stage of growth by automating routine operations and surfacing the financial insights needed to make faster decisions.

Automate CPI and fee review tracking tied to client anniversary dates

Detect billing variances before they compound over time

Deliver real-time profitability visibility to the leadership team

Streamline staff review cycles to support retention across offshore teams

How We Solved It

Our Approach

We designed and built a centralised operations platform on Retool, backed by a relational database with core entities covering staff, clients, engagements, and contracts.

Direct integration with Talenta, Ignition, Zoho, and an exchange rate API

Automated billing reconciliation flagging variances across all active engagements

Margin impact modelling before saving any wage or fee changes

Effective-dated records preserving full historical integrity across all changes

Core entities in the relational model

The Outcome

Support Studios now operates from a single, integrated platform that connects billing, payroll, compliance, and client management in one place.

Automated reconciliation of billing against all active engagements

Client and staff anniversaries flagged 30 days in advance

Live net profit visibility for the leadership team

Admin time reallocated from reconciliation to business development

Missed billing cycles

Studio Manager operations dashboard showing key stats, revenue trends, and engagement tracking

The centralised operations dashboard, with sample data

Technologies used: RetoolZapierMekari TalentaPractice IgnitionZoho CRM

Results at a Glance

Before

Billing Accuracy

Manual reconciliation required across multiple systems to verify billing

Operational Efficiency

Significant admin time spent on manual data entry and cross-checking

Financial Visibility

Leadership relied on periodic reports for financial position

Anniversary Tracking

CPI increases and fee reviews tracked manually across engagements

Data Consolidation

Operational data spread across five disconnected systems

After

Billing Accuracy

Automated reconciliation between active engagements and invoices issued

Operational Efficiency

50%+ reduction in admin time, reallocated to business development

Financial Visibility

Real-time net profit visibility available to leadership on demand

Anniversary Tracking

All client and staff anniversaries automatically flagged 30 days prior

Data Consolidation

Unified platform with effective-dated records and automated audit trail

50%+

Admin Time Reallocated to Growth

Integrated Data Entities

Systems Connected

Missed Billing Cycles

Key Takeaways

As businesses scale, the gap between operational tooling and actual complexity creates hidden inefficiencies that compound over time.
Effective-dated records are essential for any system managing financial history across multiple currencies and cost structures.
Modelling margin impact before saving wage or fee changes gives operators confidence to make faster decisions.
Automated anniversary and review triggers convert routine admin tasks into proactive revenue and retention actions.
Retool is a strong fit for operations platforms where the business needs a custom UI, relational data model, and integration orchestration without a full custom build.

Start the Conversation

Tell us about your challenges and we'll reach out to see if we can help. No commitment required.