Digital Marketing Agency
Digital Marketing Agency (anonymised), How a digital agency built a scalable email practice with TouchBasePro
A digital agency used TouchBasePro over 12 months to standardise email marketing across clients, win new email-only business, and shift from execution partner to strategic advisor.
- Client
- Digital Marketing Agency (anonymised)
- Industry
- Digital Marketing Agency
- Services
- Email marketing strategy · Multi-client account management · Email marketing consulting · Deliverability optimisation · Onboarding and migration support
Executive summary
A digital marketing agency partnered with TouchBasePro over a 12-month period to address underperforming email marketing across multiple client accounts. The agency migrated relevant clients to TouchBasePro, standardised campaign processes, and improved segmentation and automation. TouchBasePro also provided consulting support for clients already on platforms like HubSpot, rather than pushing unnecessary migrations. With access to deeper email metrics and ongoing strategic guidance, the agency won new email-only clients, improved performance across accounts, and repositioned email marketing as a high-value service offering.
The challenge
The agency managed clients across several platforms, with email marketing consistently underperforming. The root causes were familiar: inconsistent strategy, limited understanding of metrics, and a focus on volume over outcomes. Email was treated as a supporting channel rather than a growth driver. At the same time, new prospects were asking for more accountable, advanced email support, and the agency lacked the strategic depth to sell it with confidence.
The approach
- Migrated relevant client accounts to TouchBasePro and onboarded new clients specifically for email marketing services, without pushing migrations where existing platforms like HubSpot were already in use
- Standardised campaign structure, segmentation, and automation practices across the client base, with hands-on onboarding support from TouchBasePro throughout
- Provided ongoing consulting to help the agency interpret email metrics, set realistic client expectations, and make data-backed decisions, including adjusting layout based on device and email client data and reducing image-heavy designs for Outlook-heavy audiences
The results
- Won new clients focused solely on email marketing, a service the agency previously could not sell with confidence
- Improved campaign performance across both migrated and existing accounts through better segmentation, cleaner design decisions, and stronger deliverability practices
- Shifted the agency's positioning from execution partner to strategic advisor, with client relationships backed by data rather than opinion
- Built a scalable email marketing capability supported by both software and in-house expertise developed over the 12-month engagement