Challenge

A large international MR firm headquartered in the UK had built its business on a reputation for running high-quality, longitudinal studies such as brand trackers. As the market developed a need for faster, more agile insights, they found themselves losing opportunities and share of wallet with clients, which consequently put significant financial pressure on the business.​ To win back market share, they had to change both the perception and reality of their business, as well as overcome internal resistance about agile insights.​

Solution

Once the firm had decided they needed to reposition themselves with an agile offering, they reviewed a number of platforms. Their high standards for quality and service levels led them to select Toluna Start, enabling them to say yes to their clients’ requests for fast-turn research at scale.​In fact, it worked so well for their needs that they branded the offering for use by their clients with a 24-hour turnaround time. This enabled them to go to market with a world-class platform without investing millions to do so. And because their clients never see the platform itself, they didn’t need to white label it, either.​

Impact

Client Retention: The new offering instantly helped them retain work with a very largeFinancial Services client and has done the same for many others since​

Profitable Revenue Stream: The new product offering enabled the firm to swiftly add a new, highly profitable revenue stream and compete with more agile market research agencies​

New Client Wins: Their adoption of technology, combined with their established strengths, provided them with case studies that helped them win new large accounts across retail and telco, amongst other industries​

Positioning: Their clients now know they can deliver agile studies. To date, they have run ~500 agile studies for clients with the solution​
Internal Recognition: The operations team re-established its importance within the firm as an effective procurement team buying packages that add value​