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Healthcare
800 Employees
For a leader in pharmaceutical media advertising, scaling success came with a price: fragmented processes, mounting costs, and inconsistent performance across media channels.
The company’s internal teams were burdened by manual workflows across a complex, multi-channel environment, including ad tech, finance, data analytics, media, search, social, and programmatic. High operational costs and long cycle times, averaging eight days, slowed productivity, while error rates hovering at 12% eroded client confidence. User satisfaction was also lagging, scoring just six out of 10.
Additionally, internal staff were restricted from working across multiple customer teams due to competitive conflicts. This made operational gaps nearly impossible to fill. Valuable employees were pulled away from higher-value strategic initiatives just to keep task work moving. The company recognized that it needed a partner who could standardize processes, stabilize performance, and drive efficiency at scale without increasing overhead.
The answer was to rethink execution.
SEBPO stepped in to improve process ownership and standardization, filling entry-level associate roles across ad tech, media, finance, data analytics, search, social, and programmatic. We aimed to provide the client with steady and scalable support across critical functions.
But this wasn’t just about putting bodies in seats. SEBPO assembled a team of process owners, subject matter experts, IT specialists, and change management leads to create a blended structure designed not just for execution, but for full integration and alignment with organizational goals.
One of the biggest wins came from addressing the challenge of competitive conflict. Since SEBPO resources are not tied into client strategy, we were able to step across multiple teams at the task level, something internal staff could not do. That flexibility filled long-standing gaps and freed internal teams to focus on strategy and client relationships.
Regular touchpoints, structured workflows, and process standardization tightened operations across the board. What had once been a high-cost, error-prone system started functioning like a well-oiled engine with lots of room to grow.
The transformation was immediate and measurable.
Beyond the numbers, SEBPO became more than a vendor. We became the client’s “insurance policy.” For instance, when a critical error caused hundreds of campaigns to fail to go live for our client’s biggest customer, SEBPO instantly added seven fully trained resources to work nights and weekends, fixing the issue and getting reporting back online fast. During the pandemic, when hiring froze, SEBPO stepped up again, providing trained bench resources that backfilled roles faster than the client’s own internal recruitment cycle. Keep reading below for the full stories behind these moments.
What started as outsourcing has grown into true integration. Today, SEBPO is integrated into the client’s operating framework, not only stabilizing operations but also driving agility, scalability, and confidence. With SEBPO as a partner, this pharmaceutical media leader not only keeps pace with growth but also sets the standard for it.
We partner with this client to ensure marketing performance data is accurate and ready for decision-making. Our specialized team provides end-to-end support that enhances campaign visibility and strategic insight.
Using Domo, we deliver weekly budget pacing updates for admission campaigns. Each report is validated against internal benchmarks and transformed into automated dashboards, giving clients real-time performance clarity and confidence in their spend management.
When we conduct rigorous QA on third-party data integrations and Excel feeds before ingestion into dashboards for this client, we safeguard the accuracy of every performance data stream that drives business intelligence.
We translate complex billing data from Domo into client-facing Excel reports, focusing on data validation and financial logic to ensure accurate and transparent billing.
Our team performs meticulous cross-checks between Domo dashboards and Excel sources to uncover inconsistencies before they can impact reporting. Separate from media operations, this role is dedicated to data integrity to ensure an objective layer of verification.
We build custom matrices that map campaign performance by audience, tactic, or channel. This allows internal teams to identify optimization opportunities and refine media strategy with precision.
Our account management services empower this client with accurate, presentation-ready insights that drive informed decisions and collaboration. From visual reporting to QA, we make sure every deliverable meets the highest standards.
We compile and deliver reports that summarize new media elements and analyze their performance after launch. These updates provide this client’s account teams with a clear view of campaign delivery, ensuring all stakeholders remain aligned on progress and outcomes.
Our professionals prepare media status reports, campaign buy reports, and detailed media schedules to provide a transparent overview of buying activity and media investment planning.
Before any performance dashboard reaches a client, we conduct a thorough QA on key metrics, such as CTR, CPC, and conversion data. This ensures every number aligns with source data, so this client can maintain trust and confidence in their performance reports.
We transform client-provided campaign screenshots into polished PowerPoint decks, instantly ready for executive briefings or client-facing presentations. We adopt your consistent branding and layout standards while helping teams visually communicate campaign results.
At the start of this client’s work with a high-value customer, a critical error caused hundreds of campaigns to miss their launch. Reporting came back empty, and the pressure was on. SEBPO immediately deployed seven fully trained team members, working nights and weekends, to turn the situation around. That rapid response not only saved the relationship but cemented SEBPO as the client’s insurance policy: the partner they can count on to step in fast when it matters most.
When the pandemic disrupted hiring and left key roles unfilled, this client turned to SEBPO to keep operations moving without overburdening internal teams. We quickly integrated into their workflows and cut the recruiting timeline in half, ensuring business continuity at a time when delays weren’t an option. Every SEBPO resource came from our Bench, already trained and familiar with the client’s systems, bridging gaps until U.S.-based hiring could catch up. Even as conditions shifted and more candidates became available, SEBPO continued to prove its value by complementing internal teams with faster onboarding and reliable execution. Over the course of two years, what started as stopgap support evolved into seamless integration: SEBPO is now embedded in the client’s operating model, providing stability, scalability, and a measurable daily impact alongside their in-house talent.
“This BPO has been instrumental in transforming our Shared Services operations by addressing critical challenges related to headcount stability, talent acquisition, and scalability. By providing a consistent and reliable workforce, the partnership allowed us to overcome recruitment difficulties and ensure stable support for our growing team. This stability has been a cornerstone for driving operational efficiency and improving overall performance across key functions.”
– Director of Digital Ad Operations
An outsourcing partnership is only as strong as the stakeholder buy-in it receives.
Without this critical alignment, partnerships may lack the necessary groundwork for strategic alignment, seamless implementation, and long-term ROI.
SEBPO’s client, a pharmaceutical media advertising leader, struggled to convince stakeholders that outsourcing advertising was necessary to improve operational efficiency. Senior managers were resistant, fearing a loss of control and a decline in output quality.
However, the organization was in need of help. Operating with fragmented processes and manual workflows, they experienced high operational costs and long turnaround times, which hindered scalability and efficiency. Additionally, challenges with recruiting talent, maintaining headcount, and supporting a rapidly growing team created significant operational strain. Key pain points included high error rates (12%), excessive process cycle times (average eight days), and poor user satisfaction scores (6/10).
While the stakeholders’ fears about outsourcing were valid and common, they had yet to see SEBPO Teams in action and experience the transformative impact outsourcing could have on their business operations.
The partnership began with a deep understanding of the organization’s needs.
The primary objective became establishing a stable and reliable workforce to support growing business needs and address recruiting challenges. Secondary objectives included enhancing customer experience, standardizing processes, reducing costs, and enabling scalability. For each objective, it was critical to heavily involve stakeholders and prove ROI.
The implementation roadmap included four phases:
Each phase involved clear milestones, active stakeholder involvement, and focused efforts to ensure the smooth transition of processes while meeting the needs for workforce stability.
The SEBPO Team worked closely with the client’s team to establish active stakeholder involvement and provide a transformative impact on the organization. It began with participating in joint strategy meetings, employee training, and feedback loops, then evolved into regular town halls, pilot reviews, and executive briefings that highlighted early wins. Surveys and testimonials reinforced the credibility and success of the engagement, ensuring continuous buy-in and alignment from all stakeholders.
The client even implemented stakeholder alignment workshops and real-time feedback mechanisms that fostered trust and demonstrated the benefits of a dependable outsourced workforce.
As the partnership continued, critical milestones were shared with stakeholders in a timely manner. Highlighting quick wins (e.g., cycle time reduction) resonated most with finance teams, who appreciated the measurable impact.
A detailed ROI analysis demonstrated cost savings of $2M annually, process standardization across regions, and a projected 30% increase in operational efficiency. Outsourcing offered a solution to alleviate recruiting difficulties, stabilize the workforce, and provide scalable support for the organization’s growth.
Other measurements of success included:
Working closely and strategically with SEBPO allowed the organization and its stakeholders to appreciate the benefits of outsourcing and unlock the business impacts that come with it. The partnership has not only enhanced their operational capabilities but also positioned their Shared Services as a key driver of business growth.
