GREYMOUSE Fiji, one of Fiji’s oldest outsourcing companies, this month celebrated 20 years of operation in Fiji.
Founded by Australian entrepreneurs Kelvin Davis and Marisa Wiman in 2005, the company has come a long way from its humble beginning as a small start-up operation operating from a single room to the multinational service provider that it has now become and according to Greymouse Partnership manager Shobna Dutt, it’s the people who have been the company’s greatest assets.
“Reaching 20 years is a milestone we’re incredibly proud of,” Ms Dutt said in an interview with The Fiji Times.
“Our longevity and success in this dynamic market truly comes down to a blend of key factors: resilience, adaptability, and the unwavering strength of our team.
“From day one, our people have been our greatest asset.
“We’ve fostered a culture built on teamwork, continuous learning and mutual respect, which has empowered us to navigate the ever-changing landscape of technology and market demands.
“Coupled with this is our deep commitment to building long-term, trusting relationships with our clients by consistently delivering quality service and staying ahead through innovation.
“Fiji itself has played a vital role; its vibrant and talented workforce is fundamental to our operations.
“Our growth and ability to thrive, even through challenging times, shows in this partnership.
Simply put, the “secret” is the dedication of our people, our clear purpose of creating opportunities, and our continuous perseverance,” Ms Dutt said.
As one of the pioneering business process outsourcing (BPO) companies established in Fiji, Greymouse’s journey also mirrors the evolution of Fiji’s outsourcing sector.
“Our growth within Suva saw us progress through key locations, from Vatuwaqa to Mark Street to Stewart Street, eventually leading us to our prominent main office at Level 4, Vinod Patel Building, which we have occupied since May 29, 2023.”
As it moved, spurred by growth in workforce and clientele, it was also expanding its operations beyond Fiji.
“In 2012, Greymouse initiated its global expansion by opening operations in the Philippines, relocating to Legazpi in 2013 to accommodate our growing team.
“This global vision was further realised in 2024 with the strategic opening of our India office under the leadership of chief executive officer Faiyaz Khan.
“This evolution from a modest local startup to a multinational entity with established offices across Fiji, the Philippines and India underscores our sustained growth and global vision,” Ms Dutt said.
Why Fiji?
The story of Greymouse began with a vision shared by its founders, who have a personal connection with Fiji, Ms Dutt said.
“Both Marisa and Kelvin lived and worked in Fiji early in their careers, where they experienced first-hand the immense talent and strong work ethic of the local people.
“They also saw the challenges many faced in finding stable, meaningful employment opportunities.
“Inspired by their experience, they wanted to build a company that could bridge the gap between Fiji’s skilled workforce and global markets through technology and innovation.
“Their vision was not just about business growth but about creating positive social impact by providing good jobs that support families and communities.
“For Marisa and Kelvin, Fiji is more than just a business location—it’s home and the heart of Greymouse’s mission.
“Their deep respect for the country and its people has shaped the company’s culture and values, making Greymouse proud to be part of Fiji’s growing outsourcing industry.
“In short, Fiji is not just “why”—it’s “who we are”,” Ms Dutt said.
Early days
Like any business, Greymouse in its early days had its share of challenges.
“Starting Greymouse in Fiji over 20 years ago was an exciting journey, but it came with significant challenges—many of which were deeply personal for Marisa and Kelvin,” Ms Dutt said.
“One of the biggest hurdles was the limited awareness and understanding of the outsourcing industry in Fiji at that time.
“Back then, BPO was still a new concept locally, and convincing clients overseas to trust a young company based in a small island nation was no small feat.
“Marisa and Kelvin often recount stories of early client meetings where they had to not only sell their services but also the idea that Fiji could deliver world-class quality and reliability.
“Another major challenge was building the right talent pool.
“While the people of Fiji are naturally hardworking and talented, the infrastructure for digital skills training and remote work readiness was still developing.
“Marisa and Kelvin had to invest heavily in training programs, mentoring and creating a work culture that emphasised professionalism, continuous learning, and adaptability.
“Infrastructure challenges such as unreliable internet connectivity and power stability in the early years also posed operational risks.
“However, through strategic partnerships with local providers and adopting emerging technologies, Greymouse gradually overcame these issues, laying the foundation for dependable service delivery.
“A key part of overcoming these challenges was teamwork and community spirit.
“Marisa and Kelvin emphasised that it wasn’t just their leadership but the collective effort of the entire Greymouse family—employees, clients, and partners—that made success possible.
“By fostering trust, open communication and a shared vision, they built a resilient organisation that could adapt to challenges and keep moving forward.
“Their journey reflects a blend of persistence, innovation and belief in Fiji’s potential—proving that with the right mindset and commitment, even the toughest challenges can be transformed into opportunities for growth.
Potentials
Just like the growth and expansion of Greymouse, the outsourcing sector has also grown, from a handful of BPO companies in the pioneering days to over 30 that now employ over 8000 Fijians with potentials to employ over
30,000 more, according to Outsource Fiji, a government-funded entity set up in 2017 and headed by private sector to specifically help develop the BPO industry in Fiji.
The founders of Greymouse, which was also one of the founding companies of the Fiji BPO Council, which later became Outsource Fiji, believe outsourcing has the power to unleash more than that.
“When they first started Greymouse, they saw firsthand how outsourcing could unlock opportunities that traditional industries in Fiji might not provide, especially in a small island economy,” Ms Dutt said.
“From their perspective, outsourcing offers formal employment pathways for thousands of talented individuals, including entry-level positions that can evolve into substantial careers, supporting families and strengthening communities.
“Outsourcing is also a crucial economic pillar, bringing in valuable foreign exchange that bolsters the national balance of payments and enhances financial resilience, complementing traditional sectors like tourism and agriculture.
“It creates positive ripple effects, improving access to education, health, and other essential services within employee families and their communities.
“They believe the outsourcing sector is a cornerstone for sustainable development in Fiji.
“It aligns with global trends towards digital work and remote collaboration, positioning Fiji well for future growth.
“Marisa and Kelvin’s journey is proof that with vision, investment and trust, outsourcing can be a catalyst for positive change, not just profit.”
Future
While indeed 20 years has spawned so much from this sector, Ms Dutt said Fiji “has only scratched the surface.”
“With the right investments in digital infrastructure, skills training, and global marketing, the sector can grow exponentially.
“Fiji is on the right path, but there’s still more to be done in creating awareness, expanding bandwidth affordability, and building partnerships between the public and private sectors.”
If the last 20 years was spent on building a strong, adaptable and resilient foundation, then for Greymouse, the next 20 will be one rooted in growth, innovation and impact.
“A cornerstone of our immediate future involves relocating to a new, purpose-built office facility in Fiji, where construction is already in progress,” Ms Dutt said.
“Construction is already underway, and this new facility will reflect our commitment to providing a world-class working environment for our team in Fiji.
“The space is being designed to support collaboration, productivity, and well-being – equipped with modern amenities to empower our growing workforce and support the evolving needs of our clients.
“We also plan to significantly expand our service portfolio, venturing further into specialised areas like advanced IT support, comprehensive digital marketing solutions, and complex financial services.
“Alongside this, we are focused on aggressively growing our client base across established international markets such as Australia, New Zealand, the United States, and the UK, and identifying opportunities in new regions.
“Our plans remain deeply intertwined with our mission to alleviate poverty through transformational job creation, thereby deepening our positive impact on the communities we operate in.
“Entering this new phase, Greymouse stands committed to its founding principle: leveraging the power of outsourcing as a force for meaningful economic and social good,” Ms Dutt said.
