CASE STUDY
Building One Global Team: How MRI Software Scaled Operations with an Integrated Offshore Team
Industry:
Real Estate Software, PropTech
Network Size:
1,001 - 5,000 employees
Headquarters:
Solon, Ohio
MRI Software is a global provider of real estate software, delivering solutions that help organizations manage and grow across the property life cycle. They partner with owners, operators and investors to drive efficiency, improve decision making and unlock value through flexible, connected technology.
In this case study, we spoke with Chloe Nelsen, Director of Talent Management, about how MRI Software scaled its global operations with a dedicated offshore team through Emapta, without compromising quality or cultural alignment.
Years in Business:
Since 1971 (54 years)
Remote Team:
309 employees in the Philippines, fully embedded in global operations
Scaling a Global Operation Without Losing Consistency
Real estate software operates across complex, multi-stakeholder environments. As MRI Software expanded globally, the demand on its operations grew and the existing team structure began to limit the pace of growth.
As Nelsen explains, the business had reached a point where its existing structure was no longer keeping up. “As we’ve scaled globally, we needed a more consistent and efficient way to support growth while maintaining high standards. Our existing structure was limiting our ability to scale at pace, so we evolved our approach to create greater capacity and alignment.”
They needed to solve three things at once:
- Capacity to support back-end operations as the business grew
- Consistency in service quality across all regions
- Strategic focus, freeing onshore teams to work on higher-value activity
Hiring locally was an option, but MRI Software needed a model that could scale with the business globally, not just fill immediate gaps.
A Partner Built for Long-Term Integration
From the outset, MRI Software wasn’t looking for a transactional outsourcing arrangement. They needed a partner who could help them build a team that felt fully embedded, both culturally and operationally, with the wider business.
“We were looking for a partner who could help us build a team that felt fully embedded with MRI, not separate from it. Cultural alignment, quality of talent, and the ability to scale consistently were all critical,” said Nelsen.
Their criteria included:
- A sustainable offshore model that could grow with demand
- Retention-focused talent with high cultural alignment
- A partner committed to long-term partnership, not just quick wins
- Local support for employment, HR and compliance
- A structure that complements the global workforce
Emapta was already an existing partner within parts of MRI Software’s business through two acquired companies. That gave MRI Software trusted, first-hand references and confidence in both the quality of talent and the strength of the partnership model before any new engagement began.
The Result
One Global Team, Not Separate Parts
Emapta supported MRI Software end to end, from recruitment through to onboarding and operational setup. Nelsen notes that the focus on cultural alignment and quality ensured a smooth integration from day one, strengthening the business’s ability to scale while maintaining high quality service delivery.
As responsibilities expanded, ownership stayed clear:
- Emapta handled local employment, HR, compliance and facilities for offshore staff
- MRI Software owned workflows, training, quality standards and cultural integration
The offshore team works inside MRI Software’s systems and operates as part of the wider global team, held to the same standards and connected across all regions, creating a seamless experience for clients and colleagues alike. This has also created more capacity across the business, allowing teams to focus on strategic work rather than operational overhead.
Continued Growth in the Philippines
MRI Software sees the Philippines as a long-term part of its global strategy, not a short-term fix. The partnership with Emapta remains central to that plan. Nelsen confirms that the Philippines is an important part of their global team strategy, with continued opportunity to grow capability there in a way that supports broader business goals.
The infrastructure is now in place to add capacity through a repeatable, predictable model, without rebuilding processes every time growth accelerates.
Key Takeaways
- Build one team, not two. Offshore works best when integrated into the same systems, culture and standards, not treated as a separate back office.
- Use existing trust to de-risk the decision. MRI Software’s prior experience with Emapta through acquired companies gave them the confidence to expand the partnership.
- Choose alignment over just capability. Cultural fit and shared values drove retention, quality and consistency at scale.
- Be clear on intent. This is about building capability, not just capacity. That distinction shapes how you onboard, train, and integrate the team.
Build Your Global Operations Team
If you’re scaling globally and need a team that operates as a true extension of your business, Emapta helps you build offshore capability without losing control of quality or culture.
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
High-Performing Dedicated Teams
We help you build and operate your team transparently, efficiently, and equitably for both you and your talented workforce.
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