Emburse’s Proactive Approach to Scaling Global Customer Operations
58
Penbrothers Employees
71%
Employee Retention
2023
Client Tenure
84%
Financial Savings
Key Results
- Raised Monthly Renewal Closure from 88–89% to 100%
- Scaled the Philippines Team from 14 to 58 Employees
- Reduced Fully Loaded Salary Costs by 84%
100% Monthly Renewal Closure with Offshore Talent
How Emburse Expanded Global Support, Improved Responsiveness, and Reduced Fully Loaded Salary Costs by 84%
Key Results
- Raised Monthly Renewal Closure from 88–89% to 100%
- Scaled the Philippines Team from 14 to 58 Employees
- Reduced Fully Loaded Salary Costs by 84%
Who is Emburse
US-based financial technology company providing AI-powered travel, expense, accounts payable, payments, and spend management solutions.
Supports enterprises, mid-sized businesses, public-sector organizations, and nonprofits by automating financial workflows and improving compliance, visibility, and control.
Trusted by more than 12 million professionals across 200 countries. Its platform supports over $100 billion in invoice volume and more than $50 billion in processed business travel.
The Challenge
Customer Operations Could Not Keep Pace with SMB Growth
Growing SMB demand strained Customer Success, IT, and general and administrative teams, limiting support and account coverage.
Renewal and Support Processes Became Reactive
Backlogs and slower response times reduced proactive renewal management and created coverage gaps.
High-Volume Renewals Increased Complexity
Thousands of monthly renewals required heavy coordination across billing, support, and escalations.
The Solution
Philippines-Based Renewal and Support Team
Penbrothers helped Emburse build a dedicated team to strengthen renewal coverage and customer responsiveness.
Embedded Team Integration
Structured onboarding and cross-functional collaboration integrated the team into Emburse’s core operations.
Specialized Operational Support
Additional support across billing, collections, analytics, IT, triage, and legal administration increased internal capacity.
The Result
Monthly Renewal Closure Reached 100%
Renewal closure improved from approximately 88–89% to 100% after the team expanded.
Headcount Grew from 14 to 58
The Philippines team scaled from 14 employees in 2024 to 58 by 2026.
Fully Loaded Salary Costs Reduced by 84%
The offshore model provided broader operational capacity at a significantly lower estimated cost than equivalent US hiring.
The Team
Conclusion
- Shifted renewal and support operations from reactive coverage to a more proactive model.
- Improved renewal execution and customer responsiveness through an embedded Philippines-based team.
- Expanded operational capacity without overloading Emburse’s existing teams.
“The team in the Philippines felt like they were part of the company culture. That helped motivate them and inspired them to want to do better every single day. We look at the team not just as a cost-saving initiative, but as a strategic lever to accelerate growth.”
Alfred Diaz
Global Renewals Lead, Emburse
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