In our over 15 years of experience working with marketing companies and agencies, we’ve seen firsthand how client churn remains a significant challenge and can hinder long-term growth. So when this leading U.S., publicly traded digital agency* approached us in search of a solution to their challenges, we worked together to develop a strategic approach to drive engagement and growth for them and their clients.
We’ve developed a sticky solution that creates engagement with SMB clients and increases retention, positioning the agency as a leading solution provider to the small business market.
To illustrate the real impact of this partnership, we’re sharing this digital agency’s journey and how it’s transformed its business to boost growth and engagement. Read on to see how.
The agency was offering online presence and lead generation services, including website building, digital campaign management and reputation management to small businesses across the U.S.
Though they were a well-oiled machine in terms of lead generation, the leadership saw a need for a strategic shift that would enable the company to adapt to the evolving needs of the market and remain competitive.
They were struggling with the following:
To address these challenges, the agency partnered with vcita and implemented one of their partner offerings, inTandem Connect, launching a fully branded lead and business management platform to their SMB clients as part of their core service package. They created a unique solution and seamless experience for their clients, by connecting all their core marketing services into one single platform — under their brand.
This strategic move transformed their offering. Instead of selling only lead generating services, they are now offering a platform that consolidates all leads into one aggregated inbox. Their clients receive instant notifications with each new lead, enabling them to take quick actions and boost conversions. This quickly increased the agency’s perceived value among its clients.
In addition, value and ROI are shown through integrated reporting where the SMB instantly understands what they’re gaining from the agency’s services and solutions, such as leads from various sources.
Having all services centralized under one app allowed the agency to simplify cross-selling and upselling as their SMB clients were able to easily discover, self-serve and utilize their other services.
The platform not only allowed for centralized lead delivery and management, It also gives small businesses access to business management tools that help them convert those leads into paying clients — and ultimately increasing their revenue.
The agency was able to reduce churn by 10% and boost overall engagement of their app by 24% with inTandem Connect, significantly increasing their client retention. Their daily active usage also increased by a whopping 62% as their new offering became more integrated into their SMB clients’ daily operations.
They have reported an expected profit growth of $1M USD year over year in 2025, a goal they’ve been after for at least two years. This is not only a result of their more comprehensive offering, but also due to the discoverability of their other services, allowing for easy cross-selling and upselling.
This leading agency was once struggling to retain small business customers and grow their business to meet the evolving needs of the market. Today, they have positioned themselves as leaders in SMB solutions that add value to their clients day-to-day operations, all with the help of inTandem Connect.
The branded SMB app empowered their SMB clients and allowed them to grow beyond lead generation and turn their offerings into a unified solution that their small business clients love.
Find out more about vcita’s partner offering, inTandem, and how it can boost your marketing or media company, here.
*Name of agency undisclosed due to white labeling
