From 200 to 550 clients: how National Custom Compounding scaled B2B sales through a Fiji team

About National Custom Compounding

National Custom Compounding launched in 2013 as a community pharmacy before pivoting into a niche they could genuinely own: compounding — bespoke pharmaceutical manufacturing. Rather than competing with other pharmacies, they made them their clients, helping independent and specialist pharmacies grow their own compounding capabilities.

By the end of 2020, they had built 200 B2B relationships across Australia. The opportunity to grow further was clear, but the economics of traditional pharmaceutical sales weren't going to get them there efficiently.

The challenge

Scaling a sales function in the pharmaceutical space is genuinely difficult. Pharmacists are discerning clients who receive constant contact from large pharmaceutical companies. Getting the tone, approach, and credibility right matters enormously — getting it wrong doesn't just lose a prospect, it can damage a relationship.

Hiring a field sales team in Australia was expensive and slow. Matthew Belgrove, Director, wanted a faster path to growth without compromising the quality of client conversations or putting existing relationships at risk.

"Admittedly, I was nervous because pharmacists are very particular about whom they converse with, and they regularly get spammed by big pharmaceutical companies. I was conscious that I didn't want to upset relationships."

Why Fiji, and why Our Pacific Office

Matthew was already familiar with the offshore sales model through industry contacts, and had an existing relationship with Our Pacific Office through director Brad. That personal connection gave him enough confidence to trial the approach before committing.

The trial delivered results early. The Fijian team's communication style, confidence, and genuine warmth translated particularly well in a sector where trust is everything. Pharmacists, it turned out, responded well to a team that was polished without being pushy.

Cultural integration has been a deliberate part of the partnership. The Australian team participates in Fiji Day and Friday dress-up events, treating the Fiji team as a genuine extension of the business rather than an external function.

What they outsource

The partnership began with outbound sales. The Fiji team took on responsibility for growing NCC's pharmacy client base, working through structured outreach to convert prospects into managed accounts. The results speak directly: from 200 clients in 2020 to over 550 managed from Fiji today.

As confidence in the team grew, the scope expanded. A dedicated collections function was added — and the Fiji team's performance there surprised even Matthew.

"The Fiji team's collection rates and ability to ask for money are significantly better than our Australian team. They've got confidence and are very polite and smart in their approach."

Data security has been a non-negotiable requirement throughout. Operating under pharmacy law, NCC maintains strict patient confidentiality standards. The team operates via a secure VPN, and Our Pacific Office's site security practices have met that bar consistently.

The outcome

National Custom Compounding grew from 200 B2B pharmacy relationships to over 550 — all managed by their Fiji team — without adding to their Australian headcount or fielding expensive on-road sales staff. The model they were initially nervous about proved not just viable but highly effective in a sector that demands credibility and care.

The partnership continues to expand. With sales and collections both operating out of Fiji, Matthew is now actively exploring additional roles to outsource, treating Fiji as a core part of the business infrastructure rather than a supplementary function.