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How a Customer Support BPO Secured 12 Enterprise Clients and $4.2M Pipeline
Client Overview
The client is a customer support BPO providing multi-channel support services for e-commerce and SaaS companies.
Operational capabilities were strong, but marketing attracted mostly small businesses, not high-value enterprise accounts.
The Challenge
The BPO struggled with positioning and lead quality:
- Website messaging attracted low-budget clients
- Enterprise buyers didn’t perceive specialization
- Sales cycles were long with poor lead qualification
- Lead volume existed, but pipeline value was weak
They needed better buyers, not more leads.
Objectives
- Attract mid-market and enterprise clients
- Reduce cost per lead
- Build a measurable enterprise pipeline
- Position the firm as a specialist, not a generalist
Our Approach
Clear Enterprise Positioning
We repositioned the BPO as:
- A specialist for e-commerce and SaaS customer support
- Focused on scalability, SLAs, and CX outcomes
- A strategic partner, not a low-cost vendor
Industry-Specific Proof & Case Studies
- Created vertical-focused case studies
- Highlighted ROI, CSAT improvements, and scale
- Built credibility for enterprise decision-makers
ABM & LinkedIn Campaigns
- Targeted COOs, Heads of CX, and Operations leaders
- Ran LinkedIn ABM campaigns for 150 high-growth companies
- Personalized messaging by industry and company size
ROI Calculators & Qualification
- Introduced ROI calculators to pre-qualify leads
- Reduced sales time wasted on poor-fit prospects
- Improved lead-to-opportunity quality
Result
Marketing became a pipeline engine, not a volume generator.
Why This Strategy Worked
Enterprise buyers don’t respond to generic outsourcing — they respond to specialization and proof.
By narrowing focus and elevating positioning, the BPO attracted the right deals.
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Services Used
Account-Based Marketing (ABM)
LinkedIn Advertising
Positioning & Messaging
B2B Lead Qualification Strategy
Looking to Replicate These Results?
If you’re a BPO or IT-enabled services firm struggling to attract enterprise clients, we help build account-led growth systems that convert expertise into pipeline.