CASE STUDY
How Nectar Scaled Customer Experience Through a Dedicated Offshore Team
Industry:
Finance
Network Size:
50+ employees
Headquarters:
Auckland, New Zealand
Credit and Administration Manager, Nectar
Founded in New Zealand, Nectar is a lending company focused on delivering accessible financial solutions backed by responsive customer support and efficient operations.
As the business experienced rapid growth, internal teams began struggling with repetitive back-office tasks that were limiting the company’s ability to focus on what mattered most: delivering a strong customer experience.
By partnering with Emapta, Nectar built a dedicated offshore team that enabled the company to streamline operations, improve efficiency across teams, and create a more scalable support structure while maintaining premier customer care.
Years in Business:
Since 2016
Managing Rapid Growth Without Losing Focus on Customers
Nectar’s growth created pressure across day-to-day operations.
“We were experiencing exponential growth with Nectar,” explains Ezekiel Sinapilo, Credit and Administration Manager at Nectar. “Our team onshore was quite limited. We found that a lot of the team were focusing on repetitive admin tasks.”
The operational strain quickly started affecting how the business could allocate its resources.
“Being limited in our resources, we found that it was a lot harder to focus on what was more important, which was providing a good customer experience for our customers,” Sinapilo shares.
The challenge was not just about handling workload. It was about building a structure that could support long-term growth while protecting service quality.
Building a Dedicated Offshore Support Team
To address these operational bottlenecks, Nectar partnered with Emapta to build a dedicated offshore team that could fully integrate into the company’s workflows and customer support processes.
What began as support for customer service and back-office administration quickly evolved into a broader operational structure.
Today, Nectar’s offshore team includes 11 employees supporting customer service, lending administration, back-office processing, and data entry, as well as two additional hires dedicated to collections.
“So our current team structure is we have 11 employees ranging with our customer service, lending admin, back office data entry,” says Sinapilo. “And also recently we’ve hired two collectors for a collection scheme.”
Rather than functioning as an external support provider, the offshore team became an extension of Nectar’s internal operations.
“Since partnering with Emapta, now we have a dedicated team who is handling our customer service and also our back-office admin support,” Sinapilo explains. “We get to focus on other things onshore, whereas we’ve got this team here with Emapta who we fully entrust can provide a great customer experience.”
Greater Efficiency, Better Collaboration, and Scalable Operations
The operational improvements became visible across both the onshore and offshore teams almost immediately. Some of the most transformative were:
Improved Efficiency Across Teams
With a dedicated offshore structure in place, responsibilities became more clearly defined, allowing teams to focus on their areas of expertise without operational overlap.
“The efficiency has definitely improved by having a dedicated team with Emapta,” adds Sinapilo.
Streamlined Processes Between Onshore and Offshore Teams
The partnership also helped Nectar create more consistent workflows across departments and locations.
“We’re able to create streamlined processes across our onshore and our offshore team, which makes it a lot easier for everyone as a whole,” Sinapilo explains.
This alignment improved collaboration, communication, and operational consistency across the business.
Stronger Customer Experience
By removing repetitive administrative burdens from the local team, Nectar was able to refocus more attention on delivering quality service to customers.
The offshore team became a trusted operational partner supporting customer-facing functions while maintaining service standards aligned with the company’s expectations.
A Scalable Team Structure Built for Growth
The partnership gave Nectar the flexibility to continue expanding support functions without overextending internal resources.
From customer service and lending administration to collections support, the offshore team structure evolved alongside the company’s operational needs.
Why Outsourcing with Emapta
Nectar’s experience reflects how Emapta’s dedicated staffing model is custom-built to support businesses looking to scale operations without losing control or service quality.
Dedicated Teams That Operate as an Extension of the Business
Rather than working through a traditional outsourced setup, Nectar built a dedicated support team fully aligned with its workflows, processes, and customer experience standards.
This enabled the company to maintain operational continuity while preserving trust and accountability across teams.
Access to High-Performing Talent
The partnership enabled Nectar to quickly build a skilled operational support structure across multiple functions, including customer service, administration, data entry, and collections.
“They’re great. They’re amazing. World-class and full of experience, and they’re very hardworking,” says Sinapilo. “So it’s great to have a team of employees like that here with Emapta.”
Scalability Without Operational Disruption
As Nectar’s needs evolved, the team structure expanded alongside the business. This flexibility allowed the company to scale support functions without slowing down operations or placing additional pressure on onshore teams.
Collaboration Backed by Technology and Support
Despite operating across different countries, the teams maintained strong communication and collaboration through Emapta’s infrastructure, technology, and ongoing support.
“The Emapta team has been amazing,” Sinapilo shares. “Anytime that we just need support or assistance, they’re one email or call away, and they’re more than willing to assist us in whatever they can.”
Transparency and Operational Confidence
By maintaining direct oversight of workflows and processes, Nectar retained control over how work was delivered while benefiting from a scalable global workforce model.
The result was a setup that improved efficiency without sacrificing visibility or operational standards.
Creating Capacity for Sustainable Growth
For Nectar, outsourcing was not simply about reducing workload. It became a way to create operational capacity while continuing to deliver strong customer experiences during a period of rapid growth.
By building a dedicated offshore team with Emapta, the company streamlined operations, improved collaboration across teams, and created a more scalable support structure capable of growing alongside the business.
Most importantly, the partnership allowed the onshore team to focus their efforts where it mattered most: supporting customers and driving the business forward.
When asked what advice he would give other businesses considering outsourcing, Sinapilo’s answer was straightforward:
“I would say go for it. Don’t even think twice, just go for it. With the experience that we’ve had with Emapta and outsourcing, it’s just been amazing.”
Build a Team That Scales With Your Business
If rapid growth is stretching your internal teams and limiting operational efficiency, there’s a smarter way to scale.
Emapta helps businesses build dedicated outsourced teams that integrate seamlessly into daily operations, giving you access to the top 1% of global talent while maintaining full control over your processes and customer experience.
Contact our growth experts and discover how to build operational capacity without compromising quality or control.
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Founder
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