Professional Services
Zero Client Churn for Six Consecutive Months
A 30-person agency was losing roughly one client per quarter, not because of poor work but because of poor communication infrastructure. We built a fully branded portal that replaced five SaaS tools. Six months, zero churn.
What We Were Solving
A 30-person digital marketing agency managed 40 retainer clients across Slack, Trello, Google Drive, FreshBooks and email. Total SaaS cost was 4,200 GBP per month. Clients had no visibility into project progress. Deliverables were email attachments that got lost in threads. Invoice disputes were common because clients could not track what had been delivered. The agency was losing roughly one client per quarter, not because of poor work but because of poor communication infrastructure. Each lost client represented approximately 36K GBP in annual recurring revenue.
Our Strategic Approach
We built a fully branded client portal under the agency's own domain, consolidating every client touchpoint into one place. Clients log in to see real-time project status with milestone tracking, download deliverables with version history, approve work in-platform, and view and pay invoices through Stripe. The agency team manages everything through an admin panel with role-based access. Automated notifications keep clients informed without manual updates. The entire system is white-labelled.
Deliverables
- Fully branded white-label client portal under agency domain
- Real-time project dashboard with milestone tracking
- Deliverable upload and approval workflow with version history
- Stripe-integrated invoice system with automated reminders
- Client onboarding flow with welcome sequence
- Admin panel for agency staff with role-based access
- Automated status notifications configurable per milestone
- Client satisfaction survey after milestone approvals
Project Timeline
Discovery and Journey Design
Mapped agency-client workflow. Interviewed five clients about pain points. Designed portal UX around reducing friction.
Core Portal Build
Client dashboard, project tracking, deliverable management, file exchange and admin panel with RBAC.
Billing and Onboarding
Stripe integration, invoice PDF generation, automated updates, onboarding flow and satisfaction surveys.
Branding and Launch
Full brand integration, client migration, agency team training and phased rollout with hypercare.
Measurable Results
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