Real outcomes. Real Results. Real customers. Real growth.
This is what actually happens when you embed dedicated offshore support into your team.
Our customers start with one role and within months, most expand to a second or third, because the model works.
- You get cost-efficient capacity that scales with your business.
- You see faster support, better quality, and steadier operations.
- You get to keep control: your team, your systems, your culture.
“Optimise has given Cosatto the confidence to scale with greater flexibility, strong candidates, and clear day-to-day structure around how the team is managed.”
“Working with Optimise has given us reliable day-to-day support and greater stability as the business has grown.”
“From a leadership perspective, working with Optimise has given Cosatto a more flexible and scalable operating model as the business has continued to grow.
“Since Derrick joined through Optimise, he has integrated seamlessly into the team and now supports key parts of the day-to-day site operation.”
“Since Optimise took ownership of live chat, the pressure on the team has eased significantly.
We’ve been able to focus on quality again while providing faster, more consistent support for our customers”
Customer outcomes and results: cost savings, capacity growth, and capability.
Customer Experience Executives → Ecommerce Executive → Senior Sales Analyst
The real trajectory: pilot → proven model → permanent expansion.
Cosatto didn’t hire one person and stop. They expanded because the quality was there and the savings were real. That’s the pattern we see across our customer base.
Cosatto
Cosatto’s customer-facing teams were under pressure. Response times were slipping. The team needed capacity but UK hiring meant cost and risk.
Time Visual Label
Oct 2024 → Dec 2024 → May 2026
What Happened
They started with one Customer Experience Executive in October 2024, dedicated support for Nairobi-based customer queries during UK hours. By December, they’d added an Ecommerce Executive. The model was working. By May 2026, the role had progressed to Senior Sales Analyst, reflecting growing responsibilities and deepening capability.
The Outcomes
🎯 Roles: 8
🎯 Cost Outcome: £224k per annum saving vs. equivalent UK role costs
🎯 Operational Outcomes:
- Support now spans multiple departments (customer experience, ecommerce, sales)
- Faster customer response and stronger capacity headroom
- UK team freed to focus on strategy and complex problem-solving
Customer Experience Executive & Ecommerce Executive → Accounts Payable Executive → Purchase Order Processor
The real trajectory: pilot → proven model → permanent expansion.
The model works beyond customer-facing roles. Finance, operations, and back-office functions benefit equally. You get the same cost efficiency and the same reliability. It’s not limited to one department type.
Direct Fireplaces
Direct Fireplaces had strong customer-facing support but back-office operations were stretched. Finance administration and purchase order processing were creating bottlenecks. They needed relief without the overhead of UK hiring.
Time Visual Label
Nov 2025 → Mar 2026 → Apr 2026
What Happened
They started with two customer-focused roles in November 2025 (Customer Experience and Ecommerce Executives). By March 2026, they’d moved into back-office support, Accounts Payable Executive. Within weeks, they’d added a Purchase Order Processor. The speed of expansion reflects how quickly they saw the
The Outcomes
Roles: 4
Cost Outcome: £120k per annum saving vs. equivalent UK role costs
Operational Outcomes:
- Steadier service delivery across departments
- Easier workload management for the UK finance and operations teams
- Financial processes now running on time, reducing UK team strain
Graphic Design Executive → Customer Experience Executive → Ecommerce Executive + Buying Assistant
The real trajectory: pilot → proven model → permanent expansion.
The model scales across sectors and function types. Whether you’re retail, ecommerce, financial services, or SaaS, the structure works. And it works fast, from pilot to full team in three months.
Streetwize
This automotive and travel retail business needed support across three different function areas: design, customer experience, and ecommerce. Hiring three separate UK contractors felt fragmented and expensive. They wanted dedicated, integrated support.
Time Visual Label
Mar 2026 → May 2026 → Jun 2026
What Happened
They brought in a Graphic Designer & Digital Content Executive in March 2026. By May, they’d added a Customer Experience Executive. By June, they’d scaled to an Ecommerce & Copywriting Executive and a Buying Assistant, all working as an integrated team, in Nairobi, during UK hours.
The Outcomes
Roles: 4
🎯 Cost Outcome: £121k per annum saving vs. equivalent UK role costs
🎯 Operational Outcomes:
- Broader customer support, from awareness through to purchase
- Stronger product knowledge and inventory support
- Integrated team reduces handoffs and improves speed to campaign launch
Service Coordinator → Customer Experience Executives
The real trajectory: pilot → proven model → permanent expansion.
From admin-focused coordination to customer-led support, a shift that improved service reliability and response quality.
The expansion reflects how quickly the business saw the value and recognised the opportunity to deepen customer-facing capacity.
Food Safety and Compliance Company
Food Safety and compliance services rely on tight coordination and quick customer communication. This business manages compliance checks, safety audits, and regulatory documentation for multiple clients. The service coordination role is critical, scheduling, documentation, follow-up, customer reassurance. But one coordinator was stretched. Response times were slipping. Customers needed faster access to support. They needed more capacity in customer-facing roles without adding UK overhead or complexity.
Time Visual Label
Feb 2026 → Apr 2026
What Happened
In February 2026, they brought in a Service Coordinator who was reliable, responsive, and freed up the UK team from administrative strain. By April 2026, they added two Customer Experience Executives, both working dedicated to their customer base.
The Outcomes
Roles: 3
🎯 Cost Outcome: £85k per annum saving vs. equivalent UK role costs
🎯 Operational Outcomes:
- Faster Response Times. No backlog. No delayed responses to urgent compliance or scheduling queries.
- More Reliable Service Coordination, compliance checks and audits are better scheduled, documented, and tracked
- Stronger Customer Experience Customers feel heard and supported
- The UK team moves from reactive to proactive customer management
Other Companies
IT Support
Finance admin and IT tasks now follow a clear structure, freeing the UK team from operational overhead.
Timeline: Mar 2026 → July 2026
Role: Bookkeeper / Accounts Assistant & IT Support Executives
Roles: 4
Cost Outcome: £120k per annum saving vs. UK role costs
Operational Outcome: Better structure and consistency around financial administration and bookkeeping tasks
Beauty & Cosmetics
Inventory moved from reactive to managed, stock levels steady, fewer surprises, operations run smoother.
Timeline: Apr 2026
Role: Operations & Inventory Administrator
Cost Outcome: £30k per annum saving vs. UK role costs
Operational Outcome:
- Better stock control and smoother operations workflow
Technology Company
Embedded accounting expertise, not freelancers, but dedicated people who understand the business deeply and manage ongoing accounts, billing, and reporting.
Timeline: 2024
Role: Senior Accountants
Cost Outcome: £55k per annum saving vs. UK role costs
Operational Outcomes:
- Faster, accurate customer billing cycles
- Senior team freed for strategy and partnerships
Real outcomes from real customers, what happens when you embed offshore support
Six customers. Growing fast.
Our customers start with one role. Within months, most expand to a second or third, because the model works. Cost-efficient capacity compounds.
These six journeys aren’t outliers. They’re the pattern we see across our customer base. Every customer starts with one role. Most expand to two, three, or more within their first year.
Why?
Because they see the quality. They see the cost efficiency. They see capacity headroom. And they keep growing.
The Numbers at a Glance:
- 6 customers featured (and more in our full portfolio)
- £619k+ total annual savings across these customers alone
- 18 months average customer journey from pilot to established multi-department support
- 6 different department types supported: Customer Experience, Ecommerce, Finance, Operations, Design, Buying & Inventory
Customers expand because the quality is proven and the cost efficiency is real. There’s no “pilot tax” or hidden scaling costs. As you grow, the savings grow with you.
FAQ
£30k–£224k p.a. depending on role and scope.
Real examples:
Operations Admin (£30k) | Finance (£66k) | CX/Ecommerce (£120k) | Multi-department (£224k)
Savings compound when you expand. Most customers add roles within 12–18 months.
2–12 months typically, depending on model
Real examples:
- Fastest: Automotive & Travel (3 months, from 1 to 3 roles)
- Standard: Direct Fireplaces (6 months, pilot to full ops)
- Measured: Cosatto (18 months, 3 concurrent departments)
Customers expand when they see quality is proven.
Customer-facing, finance, ops, design, buying, content, anything with clear tasks, English communication, and system access.
Works: CX Executives | Accountants | Bookkeepers | Operations Admins | Graphic Designers | Ecommerce Executives | Buying Assistants | Analysts | Social Media Executives | Supply Chain Roles
8-12 weeks typical. Breaks down as:
- Weeks 1-3: Recruitment & screening (you decide)
- Weeks 4-8: Onboarding, employment setup, system access
- Weeks 9-12: Ramp to full productivity
Expansion is faster: Second hire = 6-8 weeks (you know the process, decisions move faster).
