Strategic Orchestration Platform Transforms Creative Agency Operations & Client Retention

Client Profile

Our client is a mid-market creative agency with 45 employees, 80+ clients, and $4.16M in annual revenue operating on a retainer-based business model.

Challenges :

• Financial Risk: We evaluated that there was a 22% annual client churn (vs. healthy <5% benchmark) costing $915,000 in annual revenue loss!
• Slow Delivery Cycles: The delivery cycle was extremely slow, a 31-day average project delivery creating an 18% new client churn rate within 90 days
• Communication Silos: Fragmented workflows across account management, creative, and support leading to 16% support ticket reopening rates
• Team Burnout: Account managers spending 40% of time on admin overhead, driving 18% annual staff attrition
• Weak Value Demonstration: Only 41% of clients could connect agency work to measurable business outcomes

Solution:

Our AI solution (a propriety of Unfaro) resolved the issues of our client in the following ways:

• Unified Client Lifecycle Orchestration: Breaking Down Silos Across All Touchpoints
• Intelligent Project Routing & Workflow Automation: Eliminating Coordination Overhead
• Context-Aware Support Triage & Autonomous Resolution: Empowering Faster Client Response
• Real-Time Client Success & Health Scoring: Transforming Insight into Action
• Automated Value Demonstration & Strategic Reporting: Making Impact Visible

Results

Metric	Pre-Platform Baseline	Post-Platform (90 Days)	Improvement
Annual Client Churn Rate	22%	8%	↓64%
Project Delivery Cycle Time	31 days	14 days	↓55%
New Client Early Churn	18%	4%	↓78%
Account Manager Productivity	12-15 accounts/person	22-28 accounts/person	+89%
Team Attrition Rate	18%	5%	↓72%
Clients Reporting Clear ROI	41%	89%	+117%

Key Takeaways :

1. Operational Orchestration Eliminates the Hidden Cost Tax – Reclaiming 38-42% of team time from administrative overhead
2. Strategic Value Demonstration Converts Perception into Retention – Transforming vendor perception into strategic partner status
3. Early Project Velocity Eliminates the Critical Churn Window – Delivering value before the critical 60-day decision point
4. Proactive Retention Outperforms Reactive Service Models – Shifting from response to prevention through predictive monitoring
5. Team Attrition & Satisfaction Directly Drive Client Retention – Creating a virtuous cycle of improved employee experience → better client experience