Digital Marketing Agency (anonymised), How a digital agency built a scalable email practice with TouchBasePro

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