20+ clients supported under the agency’s brand | 3 hours average response time to a new request | 0 clients lost since we joined the agency’s team
\nA marketing agency from the Midlands, without its own development team, was about to lose the developer who handled all of its WordPress work. Instead of hiring a replacement, the agency chose a white label partner. After a month-long handover we took over its WordPress care plan for more than 20 clients, along with new website builds. A year later we work as the agency’s development team, and no client has left since we joined.
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When the developer announced he was moving to a new job, the agency had to decide quickly: hire someone new, or hand the work to a white label partner. Whoever came next would have to understand more than 20 live websites, built in Elementor, Gutenberg and ACF, and many of them on the agency’s own starter theme. That theme had been developed over several years and had little documentation.
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\nAverage response time to a new request. Clients no longer wait in a queue for one busy developer.
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0 clients lost
\nNo client has left the agency’s care plan since we joined.
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2,160 hours
\nDelivered in tasks and projects during the first year of cooperation.
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Faster turnaround changed how clients use the care plan. Requests no longer wait in a queue behind one busy developer, so clients send more of them, and the agency earns more from the same plan. Estimates come back faster too. When a client asks how long a new feature will take, the agency can give an answer within days instead of waiting until a developer is free to look at it.
\nThe agency also has more flexibility than it had with a single developer. When several clients need work at the same time, we split the tasks between developers who already know the projects. When a larger build comes in, it goes to us as a fixed price project without slowing down the ongoing support. Fewer people on the agency’s side are involved in day-to-day contact with clients, so the team can spend that time on its own work.
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“When I first heard about the idea of working with a white label agency, I was sceptical. Seeing how you work, I know it was the right choice.”
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The cooperation is ongoing. We look after more than 20 of the agency’s clients and build new websites for it as fixed price projects.
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For the first month we worked alongside the departing developer. We met several times, and he gradually handed over client after client. We also worked together on current tasks, which was the fastest way to learn the more complex features of the starter theme. By the time he left, we were already handling the day-to-day work on our own.
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