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13.11.2025
This case study is about the integration of nearshore service desk employees from Hungary into accompio CorpTec's German Operation Centre.
In 2023, almost 150,000 IT positions remained vacant in Germany. By 2040, a shortage of 650,000 IT specialists is predicted. In response to this acute shortage of skilled workers, collaboration with Services 4 IT, a Hungarian IT service provider with locations in Budapest and Pecs, was initiated in July 2023. Thanks to European standards and low language barriers, the new Hungarian employees were successfully integrated within just two weeks. In contrast, the German onboarding process proved to be significantly more protracted and challenging due to difficulties in finding suitable and qualified personnel. Since August 2023, nine colleagues from Kassel and three from Hungary have been working together in the Operation Center (OPC) on support and service tasks.
Language barriers
Although many Hungarians speak English and even German, there can still be significant differences in language proficiency. Communication in German, particularly in a technical context, can indeed present a challenge. Resulting misunderstandings or insufficient documentation in tickets must therefore be prevented. At Services4-IT, current language skills are 100%% English and 96%% German.
Solutions and measures
To facilitate an entry into the systems and customer handling, the focus from the outset was on the Hungarian colleagues having good German language skills. Internal quality assurance, dedicated to checking tickets for aspects such as spelling, grammar, and expression, ensures the high quality standards expected by the customer. Furthermore, the use of translation tools guarantees a smooth process without delays.
Technological integration
Getting to grips with the specific tools and systems used within companies can be a challenge for any new employee – especially if these systems are complex or haven't been adequately documented. This applies to both German and Hungarian colleagues. An effective onboarding process is therefore crucial for inducting new employees quickly and efficiently. Without a well-structured onboarding process, delays and frustrations can arise.
The team works with its clients on the basis of a highly sophisticated knowledge database and uses so-called „evergreens“ in the form of planner points, which originate from weekly team meetings and can be consulted at any time. Furthermore, completed support tickets are always carefully documented so that they can serve as a reference for future cases.
The team lives by the principle: “One for all – all for one!" – which is why, in addition to internal chats, cross-team group chats are used to make communication quick and effective. This ensures that solutions are found promptly and that the quality of support remains high.
The most important KPIs are fast resolution times, a high first-contact resolution rate, and a high call answer rate – all in the service of optimal customer satisfaction.
Cultural integration
To ensure successful integration, there is a focus on mentoring programmes and team-building activities, which have proven to be particularly effective. During the onboarding of the Hungarian colleagues, a visit to the Kassel site was organised, allowing new employees to participate in a team event.
During and after this visit, they were mentored and supported with their onboarding by members of the existing team. This led to a rapid settling in and integration into the company culture. This tried and tested concept enabled further colleagues to be successfully onboarded.
Furthermore, it has been possible to integrate the Hungarian colleagues into the 24/7 shift rotation in a timely manner. The focus was not only on comprehensive training by mentors, but also on careful planning and adherence to legal requirements, for example regarding holidays and rest days.
Both the onboarding process and subsequent collaboration are characterised by a comprehensive feedback culture. This is essential for the growth and continued development of individual employees and the team as a whole. It promotes open communication, trust, and mutual understanding, thereby reducing misunderstandings. Constructive feedback allows strengths to be identified and weaknesses to be addressed systematically, ultimately leading to an improved working atmosphere and higher motivation. A positive feedback culture thus lays the foundation for continuous improvement and sustainable success.
Monica Maties is the only female supporter in OPC 4 who has successfully established herself in a predominantly male-dominated IT world. She independently acquired the Microsoft Intune certificate, thereby expanding her professional competencies. This step opened the next door for her, as she is now moving to the „Workplace Management“ specialist team. Monica's success is an inspiring example of how initiative and curiosity can lead to new career opportunities and personal growth.
„The company culture offers an open and supportive atmosphere, which is very important for teamwork and collaboration. The constant opportunities for further training motivate me and help me to get to know all areas better. I most appreciate the joy I feel when solving difficult challenges, as well as customer satisfaction. Even though rapid development and adapting to change are challenging, the company provides the necessary support to successfully manage these situations.“
Monica Maties, PDI Workplace Management
For successful integration and sustainable development, a structured onboarding process combined with a mentoring programme should be implemented. This makes it easier for new employees to get started and promotes rapid familiarisation. Furthermore, it is essential to foster cultural sensitivity and establish an open feedback culture in order to create an inclusive and trusting work environment. The use of modern tools and comprehensive documentation are crucial for efficiently integrating technological processes and making knowledge transparent. Finally, fostering individual initiative and career development should be actively supported in order to motivate employees and fully realise their potential.
Available experience clearly shows that nearshore models, such as the integration of Hungarian service desk employees into the German Operations Centre, represent a promising solution in the fight against the skills shortage. Through the combination of cultural sensitivity, targeted onboarding, modern communication, and an open feedback culture, hybrid support structures can be efficiently established and sustainably designed. The rapid integration of our Hungarian colleagues underscores that European standards and clear processes are crucial to ensure seamless collaboration.
For the future, it is essential to continuously develop and optimise collaboration. Technological tools should be used even more to make knowledge transparent and improve communication. Furthermore, cultural integration should be further strengthened through targeted measures and individual development opportunities should be promoted to increase employee motivation and engagement. The establishment of a sustainable feedback culture and regular evaluation of processes will help to flexibly adapt hybrid collaboration to changing requirements and thus ensure long-term success. Overall, this case study shows that strategically planned and well-structured collaboration in the nearshore area can be a valuable addition to traditional support models, increasing both efficiency and employee satisfaction.
Services4-IT delivers bespoke IT nearshoring services. Services4-IT was founded in 2014 and has specialised from the outset in supplying IT service providers and software vendors in the DACH region. The company offers tailor-made IT solutions and services for IT service providers and software vendors. With their highly qualified teams, Services4-IT supports its clients as a trusted partner in the areas of SAP & ERP, software testing, support, application development and operations, DevOps middleware, and cloud operations. Since 1 June 2023, Services4-IT has carried the suffix „an accompio company“ and is part of the accompio corporate group.
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