Cutting Costs While Elevating CX: King Living’s Offshore Journey

King Living, one of Australia’s most recognised premium furniture retailers, faced mounting pressures from rising labour costs, talent shortages, and the need to maintain service excellence across global markets. In partnership with Satellite Office, they built an offshore team in the Philippines that grew from 5 to 91 people in just three years — saving AUD $5.9M annually while improving customer experience and scaling critical business functions.

About King Living

  • Industry: Premium furniture retailer
  • Roles offshored: from 5 to 91 offshore team members in just 3 years
  • Offshore functions: Customer Service, Despatch, Finance, Sales, eCommerce, IT

 

Challenge

  • Rising labour costs and tighter local talent markets in Australia
  • Increasing customer expectations requiring high-quality, consistent service
  • Operational inefficiencies and limited bandwidth for onshore teams
  • Need for a long-term, scalable offshore model that supported multiple business functions
  • Balancing cost reduction with maintaining brand-level customer experience

Solution

  • Started with 5 customer service roles to establish foundation 
  • Prioritised service quality alongside cost optimisation 
  • Expanded into 6 business-critical functions over 3 years 
  • Scaled team to 37 in 18 months and 91 in 3 years 

Key results

  • AUD $5.9M in annual labour cost savings 
  • Average of AUD $65K saved per offshore role 
  • Maintained and enhanced customer service quality 
  • Freed onshore resources to focus on growth 
  • Established a scalable, sustainable support model 

What Roles Were Offshored?

King Living’s offshore journey began with just five customer service roles, designed to ease pressure while maintaining high service standards. Once the model proved successful, they quickly expanded into finance, sales, eCommerce, despatch, and IT. Within three years, their offshore team scaled to 91 specialists across six business-critical functions — delivering significant cost savings while strengthening customer experience and operational efficiency.

Outsource by Role

Customer Service 

  • Team Leader
  • Mentor/Trainer
  • Senior Customer Care Agents
  • Customer Care Agents

Despatch 

  • Team Leader
  • Senior Despatch Officers
  • Despatch Officers 

Finance 

  • Accounts Receivable Officers

Sales 

  • Online Showroom Consultants

eCommerce 

  • Assistant Online Manager
  • SEO Specialist
  • eCommerce Coordinators

IT 

  • ERP Assistant
  • IT Officers

Scaling Smarter Together: Satellite Office and King Living

King Living’s offshore journey demonstrates how the right partner can help businesses grow smarter, not just cheaper. By scaling from 5 to 91 offshore staff across six critical functions in only three years, they achieved AUD $5.9M in annual savings, reduced average labour costs by AUD $65K per role, and maintained premium service standards.

The combination of cultural alignment, branded workspaces, and end-to-end operational support meant the offshore team didn’t feel like an add-on but a natural extension of King Living’s business. Today, their offshore capability not only drives efficiency but also frees local teams to focus on innovation and growth, proving that offshoring, done right, can deliver both cost savings and stronger customer experience.

Why Satellite Office

Your offshore team is one conversation away 

Book a free strategy call with our team and understand all the ins and outs of offshoring:

  • Understand your objectives and discuss roles to offshore
  • Answer all your questions on outsourcing
  • Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps

 

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