Case Study: Cato Networks achieves world-class global support with Emapta

Cato Networks achieves 97.5% CSAT with EMAPTA

Cato Networks, a global leader in Secure Access Service Edge (SASE) solutions, faced the challenge of scaling its 24/7 product support operations to keep pace with its rapid international growth. With over 80 Points of Presence worldwide, the company needed to expand its technical support teams without compromising on service quality or compliance, moving beyond its traditional hiring models. To address this, Cato Networks partnered with outsourcing vendor EMAPTA.

EMAPTA implemented a strategic outsourcing solution, establishing dedicated technical support teams in the Philippines, Colombia, and North Macedonia that were fully integrated into Cato's global operations. This partnership provided access to top talent and ensured cultural and operational alignment. The results were outstanding, including a customer satisfaction (CSAT) score of 97.5%, which exceeded the industry average. The solution enabled Cato to efficiently scale its team by over 60 employees, achieving improved response times, seamless collaboration, and enhanced round-the-clock support coverage across the globe.

Cato Networks