CASE STUDY
Onnyt Global’s Continuity Strategy: Offshore Scale, Nearshore Reach
Industry:
Real Estate, Property Management
Network Size:
500+ employees
Headquarters:
Chicago, IL
Onnyt Global was built to take the hassle out of property ownership. Based in Chicago, with teams in Denver and Portland, the company manages over 50,000 homes and offers a full-service approach that covers everything from leasing to maintenance—so owners can focus less on day-to-day tasks and more on long-term value.
With a strong offshore team already in place in the Philippines, Onnyt Global began looking for ways to build greater continuity into its operations. So, when Emapta expanded into Colombia in 2023, the company saw a clear opportunity to add nearshore support and deepen its global strategy.
Years in Business:
18+ years
Years with Emapta:
10+ years
Remote Team:
270 team members in the Philippines and Colombia
Recognizing Gaps in Continuity
Onnyt Global has built a reputation for delivering a low-stress, hands-off ownership experience. To sustain that promise at scale, they recognized that their support model would need to evolve. Even with a high-performing offshore team, rising demand and growing complexity made it clear that long-term success would depend on greater geographic flexibility and tighter coordination with their onshore team.
- Planning for Continuity Beyond a Single Region
The company saw the need to expand their offshore footprint to support continuity and reduce location-specific disruptions. - Limited Time Zone Overlap with US Teams
Greater overlap with US working hours was needed to improve real-time collaboration and responsiveness. - Travel and Training Constraints
Distance from the US made it harder for managers to visit teams, slowing down in-person training and engagement.
A Support Model Built for Resilience
To future-proof its operations, Onnyt Global expanded its multi-year partnership with Emapta to build a more flexible, regionally distributed support model. By adding nearshore capabilities in Colombia and restructuring how teams operated across locations, the company’s outsourcing strategy laid the groundwork for greater resilience, responsiveness, and reach.
- Nearshore Expansion into Colombia
Onnyt Global partnered with Emapta to build a customer support team in Colombia, expanding its global delivery footprint. - Built a Dual-Region Operating Model
Teams in Colombia and the Philippines were structured to work in parallel, enabling flexible task allocation and operational redundancy. - Enabled Greater Accessibility
Colombia’s proximity provided broader support hours for US & South American clients. - Investments in Training & Knowledge Transfer
The company’s Philippines manager conducted in-person training for the Colombia team, equipping them with the tools, processes, and support to succeed from day one.
Offshore + Nearshore Team Growth
Strategic Gains Across Borders
With the hybrid workforce in place, Onnyt Global gained the flexibility and structure needed to scale with confidence. By combining offshore scale with nearshore proximity, the company improved collaboration with its US team, extended coverage, and delivered stronger results across both team performance and customer satisfaction.
- Consistent Service with 82% CSAT
High customer satisfaction scores reflect improved service performance and reliable support for US-based clients and property owners. - High First Call Resolution
Operational efficiency improved significantly, with more than half of customer issues resolved on the first interaction. - 166% Growth in Colombia (Year One)
The nearshore team ramped up quickly in its first year, giving Onnyt Global the flexibility to pilot, adapt, and validate nearshore support. - Global Team Expansion
Onnyt Global built a global workforce across the Philippines and Colombia, scaling to 270 team members by 2025.
Stronger Operations with Offshore and Nearshore Teams
Onnyt Global approached continuity as a strategic investment in smarter, more flexible operations. With offshore scale and nearshore reach working in tandem, the company built a resilient support model ready to meet growing complexity and evolving business needs.
Key Takeaways:
- The Right Structure Unlocks Regional Strengths
Offshoring and nearshoring offer distinct advantages, and the right mix can deliver meaningful results. - Leadership Drove Success
Active involvement from senior management helped align goals, oversee performance, and keep both teams connected. - Clarity Enabled Coordination
Clear roles and expectations across regions allowed teams to collaborate efficiently without overlap.
This progress reflects more than just structure. It reflects the strength of the partnership behind it. With Emapta’s continued support, Onnyt Global is equipped to stay agile in a dynamic real estate market and deliver the seamless experience property owners expect.
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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