Case Studies

Highlights from recent projects

Reducing client churn and increasing demo bookings at CIENCE

  • Demo Bookings Up 250%
  • NPS improved from 4.5 to 8
  • Churn significantly reduced
About CIENCE

CIENCE is a leading Business Process Outsourcing (BPO) company that provides outsourced sales and marketing services to businesses across various industries. CIENCE has a strong team of over 1,000 people, including 300 phone experts, 300 email experts, and 400 researchers. They help clients grow by finding new customers and booking meetings. Despite this strong foundation, the company faced a critical issue that threatened both its reputation and profitability.

The Challenge

Although CIENCE had the resources and specialized talent, it struggled to deliver consistent meeting bookings for its clients. This shortfall directly led to:

  • A high churn rate, with many clients leaving after just 90 days
  • Low Net Promoter Scores (NPS) and poor client feedback
  • A lack of demo bookings, resulting in negative ROI for clients

The underlying issue stemmed from inefficiencies in the outbound process and unclear client expectations, ultimately causing dissatisfaction and poor retention.

The Solution

  1. CIENCE worked with TidePoint to change the way the company works. They wanted to keep customers and improve their performance. The new strategy included:

1.  Specialized Task Force Deployment

A cross-functional special ops team—composed of business development reps, researchers, and project managers—was assigned to work directly with at-risk and churning clients. These teams conducted deep-dive reviews into each client’s outbound strategy and engagement funnel.

2.  Process audit and playbook optimization 

  • A full audit of CIENCE’s sales development processes was conducted to pinpoint inefficiencies.
  • Proven market-tested methodologies were implemented to replace underperforming tactics.
  • Internal playbooks were rewritten to align with optimized workflows and to drive consistency across teams.

3.  Quality Assurance Overhaul 

  • The QA team’s scope was expanded to ensure all messaging and calls focused solely on booking qualified meetings.
  • Weekly audits and feedback loops were established to encourage continuous improvement and accountability.

4.  Revamed onboarding and client experience

  • A structured onboarding process was introduced to set clear expectations, timelines, and goals.
  • Larger enterprise clients receive custom strategy sessions to align efforts with their internal teams and KPIs.

5.  Enhanced Multichannel Outreach 

  • Personalized video messaging was introduced, significantly increasing response rates and demo bookings.
  • A dual-layer outreach system of emails and follow-up calls was implemented.
  • Social media and direct messaging platforms were leveraged to extend reach and engagement.

The Results

  1. The transformation efforts led to robust and measurable results:
  • Demo bookings increased by 250%
  • Client churn rate dropped significantly
  • NPS improved from 4.5 to 8, indicating a sharp rise in client satisfaction

These outcomes prove that with the right focus on fundamentals—data quality, follow-up strategy, and client-centric onboarding—even large outbound teams can achieve high consistency and performance.

Case Study: From Potential Shutdown to a Predictable Revenue Path

  • Failing Company Turnaround
  • GTM Rebuild
  • Predictable Revenue Forecasting
About The Client

TidePoint was engaged by a lower-middle market Private Equity firm to assess and overhaul the sales efforts of a stalled portfolio company.

The Company was acquired to support a rollup acquisition strategy, but was never integrated post-acquisition.

Over the past two years, revenue had been generated, but without a repeatable sales process or an active pipeline. There was no consistent prospecting at the top of the funnel, no structured follow-up in the middle, and no dedicated resources driving deals toward close.

The PE firm was considering shutting down the business and engaged TidePoint to assess the operations before a final decision was made.

 

The Challenge

At the start of the engagement, the company faced several key challenges:

  • No Active Sales Pipeline – No structured outbound efforts, limited engagement with new prospects, and no clear path to revenue growth.
  • Lack of Top-of-Funnel Activity – No prospecting through cold outreach.
  • No Middle-of-Funnel Follow-Up – Opportunities that required multiple touches were not being nurtured or converted.
  • No Closing Process – Deals were not being managed through to completion.
  • Limited Data on Ideal Prospects – The contact data available through traditional tools did not include key decision-makers, limiting outreach effectiveness.

The Solution

  1. Established a Scalable Outbound Strategy to jumpstart lead generation:

  • Top-Funnel Engagement Through Outbound Email & Calling – Built an outbound process with targeted email sequences and 100+ cold calls per rep per day to drive initial engagement.

  • Utilization of a Business Development Reps (BDR) – Engaged BDRs to focus on early-stage outreach, increasing prospecting efficiency.

  • Enhanced Contact Research – Identified that traditional data sources lacked key decision-makers, so we deployed a research team to build a custom database of ICP (Ideal Customer Profile) contacts.

  • High-Conversion Outbound Email Campaigns – Launched outbound email sequences that resulted in above-average response rates and consistent meeting bookings with a highly targeted ICP.

  1. Created Momentum in the Middle of the Funnel 

  • Implemented Structured Follow-Up Cadences – Designed a multi-touch follow-up process to keep engaged prospects moving through the funnel.

  • Loaded the Pipeline with Opportunities – Created a predictable flow of sales meetings, transitioning from an empty pipeline to a steady stream of qualified prospects.

  • Hired & Trained a Sales Representatives Introduced  dedicated sales reps to manage the middle of the funnel and convert early-stage meetings into sales opportunities.

  1. Driving Deals to Close & Forecasting Revenue Growth.  

  • Built a Closing Process – Moved qualified opportunities into structured deal management, tracking them through each stage of the sales cycle.

  • Projected Revenue Growth – With a predictable pipeline, the company was able to forecast expected closed deals for the upcoming quarters.

  • Created a Sales Dashboard – Developed a real-time pipeline dashboard tracking engagement levels, demo bookings, deals moving through the funnel, and revenue growth over time.

  1. Created a Sustainable Sales Function

  • Hiring & Training Additional Sales Staff – Built a team responsible for top, middle, and bottom-of-funnel activities.

  • Aligning Business Development & Sales Teams – Ensured seamless handoffs between outbound efforts and closing strategies.

  • Implementing Weekly Sales Reviews – Established structured reporting to monitor KPIs and revenue growth.

The Results

TidePoint transformed a failing portfolio company into a scalable, revenue-generating machine. 

  • Built a Full-Scale Sales Pipeline – From zero outbound activity to a structured, repeatable process across all funnel stages.

  • 100+ Outbound Calls Per Rep Per Day – Sustained high-activity outreach driving top-of-funnel growth.

  • Consistent Demo Bookings – Outbound efforts converted cold prospects into a steady flow of qualified sales meetings.

  • Fully Managed Sales Funnel – Engaged top, middle, and bottom-of-funnel opportunities with a trained team.

  • Established Revenue Forecasting – Created visibility into projected deal closures and revenue growth.

Meet the Team

We bring the fuel, the spark, and the hustle
Our People