CASE STUDY
Powering Global Network Support with Local Expertise: Cato Networks Service Breakthrough With Emapta
Industry:
IT & Tech
Network Size:
1500+ employees
Headquarters:
Tel Aviv, Israel
Senior Vice President of Product Support, Cato Networks
Scaling world-class support across multiple time zones isn’t just a hiring challenge—it’s an operational test of alignment, agility, and reliability.
For Cato Networks, the global leader in Secure Access Service Edge (SASE) solutions, maintaining 24/7 excellence meant finding the right partner to extend their product-support capabilities worldwide.
“The path to Emapta was very easy. The relationship and the connection were strong from the beginning, and it was really easy to do business with them,” recalls Tal Tsror, Senior Vice President of Product Support.
Today, more than five years into the partnership, Cato’s collaboration with Emapta has evolved into a high-performing support ecosystem. The keys to the success: technical expertise, cultural fit, and operational transparency.
Years in Business:
10 years
Years with Emapta:
5 years
Remote Team:
65 Emapta employees
Number of Clients:
2500+ enterprise clients worldwide
Highlights:
97.5% CSAT score, above industry’s average
Recognitions:
2021 - Innovation Award - Gnutti Carlo Group
2023 - Product Leadership Award - Frost & Sullivan
2024 - Fortune Cyber 60 List – Fortune Magazine
2025 - Forbes Cloud 100 List – Forbes Magazine
2025 - Fortune Cyber 60 List – Fortune Magazine
The Challenge: Scaling Global Product Support
Cato Networks’ rapid global expansion implied rising operational demands.
With over 80 Points of Presence (PoPs) serving clients around the world, the company needed to grow their tier 1 to tier 3 support teams without compromising service quality or compliance.
Traditional hiring models couldn’t keep pace. The company sought a flexible outsourcing solution capable of mirroring their service standards and integrating seamlessly into the company’s workflows.
“Up until that point, we were hiring only Cato employees. We started exploring offshore and nearshore options to expand our teams,” Tsror explains.
What began as an exploratory step soon became a strategic move toward operational scalability and service excellence.
The Turning Point: Building the Right Partnership
After evaluating several outsourcing vendors, Cato Networks chose Emapta based on a recommendation—and quickly found alignment in values and approach.
“Like any relationship, we had some bumps, but the Emapta team was always there to help and understand exactly what we needed, making it a tailor-made experience,” shares Tsror.
Emapta’s responsiveness and sense of urgency became a defining factor in Cato’s decision to deepen the partnership. Every challenge was met with clear communication and a commitment to problem-solving.
“If Emapta didn’t have a solution right away, it was clear the issue was under research. That openness mirrors the way we treat our customers,” he adds.
Through this shared culture of transparency, Cato successfully established dedicated technical-support teams in the Philippines, later expanded into Colombia, and most recently, into North Macedonia, integrating all teams into its global product-support structure.
The Impact: Outstanding Performance, Seamless Integration
Since partnering with Emapta, Cato Networks has achieved measurable improvements across their global product support operations, enhancing performance, agility, and customer satisfaction.
Key Stats
- Over five years of successful partnership
- 97.5 CSAT, higher than the industry average
- Expanded team by 60 employees in Colombia
- Eight Network Engineers onboarded in Macedonia by 2025
From onboarding engineers in the Philippines to expanding into Colombia and Macedonia, Cato has seen stronger response times, higher satisfaction scores, and seamless collaboration across regions.
- 97.5% CSAT (Customer Satisfaction Score), exceeding the industry average of 95.8%.
- Full integration of Colombia-based engineers into Cato’s global support ecosystem.
- Improved operational resilience and round-the-clock support coverage.
- “Our staff in Colombia are rated above the industry average. They’ve become an essential part of Cato’s ecosystem,” Tsror notes.
Tapping Europe’s Hidden Talent Gem
In Macedonia, the company found additional strategic advantages.
Cato started operations in the European country in 2023, seeking to diversify their talent pool and attract more Network Engineers and Product Support Engineers to support its growing EMEA client base.
They started by onboarding two Network Security Engineers—expanding then to three within the first year.
The Macedonian team quickly proved its value. Their autonomy and agility in tackling challenges and collaborating across regions made the expansion seamless and efficient.
Amazed by the team’s performance, Cato expanded the team to eight Network Engineers by 2025.
The Benefits of outsourcing offshore talent with Emapta
For CEOs and Managing Directors considering outsourcing, Cato Network’s experience underscores the importance of partnering with the right provider. Emapta’s unique approach combines tailored solutions, exceptional customer service, and a deep understanding of their clients’ needs.
Access to Top 1% Talent
Emapta’s talent pool in the Philippines provided Cato Networks with skilled professionals who exceeded expectations.
Streamlined Hiring Process
Scalability
Cost Savings
Seamless Extension of Workforce
Transparent pricing and hiring mode
Conclusion: Growing Together, Globally
More than five years on, the partnership between Cato Networks and Emapta continues to expand across regions and roles.
“I really recommend working with Emapta. Not just in Colombia, but generally. I’m super happy and looking forward to seeing Emapta grow, so we can grow together in more countries and cities around the globe,” Tsror affirms.
For companies navigating the complexities of global support operations, Cato’s story illustrates how the right outsourcing partner can deliver both speed and stability, without compromising service quality.
We place integrity at the heart of everything we do and truly value the human experience. That’s why, for clients, it’s a profound and transformational process that gives them the opportunity to achieve the business growth they desire.
Tim Vorbach
Founder
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