{"id":4267984,"date":"2022-03-08T23:30:00","date_gmt":"2022-03-08T21:30:00","guid":{"rendered":"https:\/\/www.deptagency.com\/case\/utilizing-untapped-performance-levers-to-drive-growth\/"},"modified":"2025-12-08T11:11:35","modified_gmt":"2025-12-08T09:11:35","slug":"utilizing-untapped-performance-levers-to-drive-growth","status":"publish","type":"case","link":"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/","title":{"rendered":"Utilizing untapped performance levers to drive growth"},"content":{"rendered":"<div class=\"block-case-post-header block-case-post-header__theme--richBlack\">\n\t<button\tclass=\"cta-button block-case-post-header__back-button cta-button__color--white cta-button__style--back\" aria-label=\"Back\" >\n\t<svg width='41' height='41' viewBox='0 0 41 41' fill='none' xmlns='http:\/\/www.w3.org\/2000\/svg'><circle cx='20.5' cy='20.5' r='19.5' transform='rotate(-90 20.5 20.5)' stroke='var(--dept-button-icon-outline-color)' stroke-width='1.3' stroke-miterlimit='10' fill='none'\/><circle class='icon-backplate' cx='20.5' cy='20.5' r='19.5' transform='rotate(-90 20.5 20.5)' fill='var(--dept-button-icon-backplate-color)' fill-opacity='1'\/><path class='icon-center' d='M21.174 30 11 20.674l10.174-9.326m-9.326 9.328H30.5' stroke='var(--dept-button-icon-color)' stroke-width='1.3' stroke-miterlimit='10' fill='none'\/><\/svg>\n\t\n<\/button><h2\t\tclass=\"typography block-case-post-header__tag typography__color--onyxGrey typography__size--regular-body typography__align--left\"\n\t\t\t>\n\t\tLegal Client\t<\/h2><h1\t\tclass=\"typography block-case-post-header__heading typography__color--onyxGrey typography__size--h2 typography__align--left\"\n\t\t\t>\n\t\tUtilizing untapped performance levers to drive growth\t<\/h1><\/div>\n\n<div class=\"block-statement block-statement__background-color--white block-statement__align--left\">\n\t<p\t\tclass=\"typography block-statement__title typography__color--onyxGrey typography__size--h5 typography__align--left\"\n\t\t\t>\n\t\tThis legal technology company provides online services to families and small to medium-sized businesses. For those who want one-on-one guidance, the company also offers access to a network of lawyers who can answer specific questions and provide legal advice.\t<\/p><\/div>\n\n<div class=\"full-width-image block-full-width-image__full-width-image\">\n\t<div\n\t\tclass=\"image-wrap full-width-image__image-wrap\"\n\t\tdata-align=\"center center\"\n\t\t\t>\n\n\t\t\t<picture\n\t\tclass=\"image__picture\"\n\t\t\t\t>\n\t\t\t\n\t\t\t\n\t\t\t\n\t\t\t<img\n\t\t\t\tsrc=\"https:\/\/www.deptagency.com\/wp-content\/uploads\/2023\/02\/law-hero-back-v2.jpg\"\n\t\t\t\tclass=\"image full-width-image__image\"\n\n\t\t\t\t\t\t\t\talt=\"image of gavel on table\"\n\t\t\t\t\n\t\t\t\t\t\t\t\t\tloading=\"lazy\"\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\n\t\t\t\t\t\t\t\/>\n\t\t<\/picture>\n\t\n\t<\/div><\/div>\n\n<div class=\"block-stats-panel block-stats-panel__color--platinum\">\n\t\n<div class='block-stats-panel__item'><div class='block-stats-panel__item-inner'><div class=\"stats-item block-stats-item__stats-item\">\n\t<div class=\"stats-item__stat\">\n\t\t<h2 class=\"heading heading__color--richBlack heading__size--xxxl heading__align--center block-stats-item__stat\">\n\t\t\t23%\t<\/h2>\t<\/div>\n\n\t<div class=\"stats-item__content\">\n\t\t<h2 class=\"heading heading__color--richBlack heading__size--xs heading__align--center stats-item__heading\">\n\t\t\tYoY conversion growth\t<\/h2>\t<\/div>\n<\/div><\/div><\/div>\n\n<div class='block-stats-panel__item'><div class='block-stats-panel__item-inner'><div class=\"stats-item block-stats-item__stats-item\">\n\t<div class=\"stats-item__stat\">\n\t\t<h2 class=\"heading heading__color--richBlack heading__size--xxxl heading__align--center block-stats-item__stat\">\n\t\t\t46%\t<\/h2>\t<\/div>\n\n\t<div class=\"stats-item__content\">\n\t\t<h2 class=\"heading heading__color--richBlack heading__size--xs heading__align--center stats-item__heading\">\n\t\t\tIncrease in Google ad conversions\t<\/h2>\t<\/div>\n<\/div><\/div><\/div>\n<\/div>\n\n<div class=\"block-title-and-content js-block-title-and-content block-title-and-content__theme--onyxGrey\">\n\t<div class=\"block-title-and-content__layout\">\n\t\t<h2\t\tclass=\"typography block-title-and-content__title typography__color--white typography__size--h2 typography__align--left\"\n\t\tdata-size-mobile=\"h2\" \t>\n\t\tContinuing the momentum of unprecedented growth\t<\/h2>\n\t\t\t\t\t<div class=\"block-title-and-content__content\">\n\t\t\t\t\n<div class='block-title-and-content__item'><div class='block-title-and-content__item-inner'><p\t\tclass=\"typography block-typography__typography typography__color--lightGrey typography__size--regular-body typography__align--left\"\n\t\t\t>\n\t\tDuring the height of the COVID-19 pandemic in the first half of 2020 the company had experienced unprecedented growth, with Paid Search being the primary driver of customer acquisition. We were eager to continue this company\u2019s growth in 2021 after a period of extraordinary demand for online legal services and documents. However, industry research predicted the legal documents category would see very little search growth in 2021, compared to +20% in 2020. This meant our account team would have to think bigger and go beyond search to find a solution to adapt and succeed in challenging market conditions.\t<\/p><\/div><\/div>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\n\t<div class=\"block-title-and-content__social-links\">\n\t\t\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/\"\n\t\t\t\tdata-share-url=\"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/\"\n\t\t\t\tdata-share-title=\"Utilizing untapped performance levers to drive growth\"\n\t\t\t\tdata-share-type=\"copy\"\n\t\t\t\tclass=\"block-title-and-content__social-links-item js-social-link\"\n\t\t\t\taria-label=\"Copy page link\"\n\t\t\t\t\n\t\t\t\t\t\t\t\t\tdata-tooltip=\"true\"\n\t\t\t\t\tdata-tooltip-text=\"Link copied to clipboard.\"\n\t\t\t\t\t\t\t>\n\t\t\t\t<svg fill='none' xmlns='http: \/\/www.w3.org\/2000\/svg' width='22' height='22' viewBox='0 0 22 22'><path d='M6.832 15.167l8.333-8.333M9.332 6.001l2.787-2.787a4.715 4.715 0 016.666 0v0a4.715 4.715 0 010 6.667L16 12.668M5.999 9.334l-2.787 2.787a4.715 4.715 0 000 6.666v0a4.715 4.715 0 006.667 0l2.787-2.786' stroke='currentColor' stroke-width='2'\/><\/svg>\t\t\t<\/a>\n\t\t\t\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.deptagency.com%2Fen-au%2Fcase%2Futilizing-untapped-performance-levers-to-drive-growth%2F\"\n\t\t\t\tdata-share-url=\"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/\"\n\t\t\t\tdata-share-title=\"Utilizing untapped performance levers to drive growth\"\n\t\t\t\tdata-share-type=\"facebook\"\n\t\t\t\tclass=\"block-title-and-content__social-links-item js-social-link\"\n\t\t\t\taria-label=\"Share to Facebook\"\n\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\t\n\t\t\t\t\t\t\t>\n\t\t\t\t<svg width='14' height='22' viewBox='0 0 14 22' fill='none' xmlns='http: \/\/www.w3.org\/2000\/svg'><path d='M4.032 22L4 12H0V8h4V5.5C4 1.789 6.298 0 9.61 0c1.585 0 2.948.118 3.345.17v3.88H10.66c-1.8 0-2.15.856-2.15 2.112V8h5.241l-2 4H8.51v10H4.032z' fill='currentColor'\/><\/svg>\t\t\t<\/a>\n\t\t\t\t\t\t<a\n\t\t\t\thref=\"https:\/\/api.whatsapp.com\/send?text=https%3A%2F%2Fwww.deptagency.com%2Fen-au%2Fcase%2Futilizing-untapped-performance-levers-to-drive-growth%2F\"\n\t\t\t\tdata-share-url=\"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/\"\n\t\t\t\tdata-share-title=\"Utilizing untapped performance levers to drive growth\"\n\t\t\t\tdata-share-type=\"whatsapp\"\n\t\t\t\tclass=\"block-title-and-content__social-links-item js-social-link\"\n\t\t\t\taria-label=\"Share to Whatsapp\"\n\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\t\n\t\t\t\t\t\t\t>\n\t\t\t\t<svg xmlns='http: \/\/www.w3.org\/2000\/svg' width='25' height='24' viewBox='0 0 25 24'><path d='M.805 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noreferrer\"\n\t\t\t\t\n\t\t\t\t\t\t\t>\n\t\t\t\t<svg width='25' height='20' viewBox='0 0 25 20' fill='none' xmlns='http: \/\/www.w3.org\/2000\/svg'><path d='M24.75 2.3c-.9.4-1.8.7-2.8.8 1-.6 1.8-1.6 2.2-2.7-1 .6-2 1-3.1 1.2-.9-1-2.2-1.6-3.6-1.6-2.7 0-4.9 2.2-4.9 4.9 0 .4 0 .8.1 1.1-4.2-.2-7.8-2.2-10.2-5.2-.5.8-.7 1.6-.7 2.5 0 1.7.9 3.2 2.2 4.1-.8 0-1.6-.2-2.2-.6v.1c0 2.4 1.7 4.4 3.9 4.8-.4.1-.8.2-1.3.2-.3 0-.6 0-.9-.1.6 2 2.4 3.4 4.6 3.4-1.7 1.3-3.8 2.1-6.1 2.1-.4 0-.8 0-1.2-.1 2.2 1.4 4.8 2.2 7.5 2.2 9.1 0 14-7.5 14-14v-.6c1-.7 1.8-1.6 2.5-2.5z' fill='currentColor'\/><\/svg>\t\t\t<\/a>\n\t\t\t\t\t\t<a\n\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.deptagency.com%2Fen-au%2Fcase%2Futilizing-untapped-performance-levers-to-drive-growth%2F\"\n\t\t\t\tdata-share-url=\"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/\"\n\t\t\t\tdata-share-title=\"Utilizing untapped performance levers to drive growth\"\n\t\t\t\tdata-share-type=\"linkedin\"\n\t\t\t\tclass=\"block-title-and-content__social-links-item js-social-link\"\n\t\t\t\taria-label=\"Share to Linkedin\"\n\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\t\n\t\t\t\t\t\t\t>\n\t\t\t\t<svg width='19' height='18' viewBox='0 0 19 18' fill='none' xmlns='http: \/\/www.w3.org\/2000\/svg'><path d='M1.15 17.3h3.6V5.8h-3.6v11.5zM.75 2.1c0 1.2 1 2.1 2.1 2.1 1.2 0 2.1-.9 2.1-2.1 0-1.2-1-2.1-2.1-2.1-1.2 0-2.1 1-2.1 2.1zM14.45 17.3h3.6v-6.2c0-3.1-.7-5.5-4.3-5.5-1.8 0-2.9.9-3.4 1.8V5.8h-3.4v11.5h3.6v-5.7c0-1.5.2-2.9 2.1-2.9 1.8 0 1.8 1.7 1.8 3v5.6z' fill='currentColor'\/><\/svg>\t\t\t<\/a>\n\t\t\t\t<\/div>\n<\/div>\n\n<div class=\"block-title-and-content js-block-title-and-content block-title-and-content__theme--white\">\n\t<div class=\"block-title-and-content__layout\">\n\t\t<h2\t\tclass=\"typography block-title-and-content__title typography__color--onyxGrey typography__size--h2 typography__align--left\"\n\t\tdata-size-mobile=\"h2\" \t>\n\t\tRethinking strategies to fuel growth\t<\/h2>\n\t\t\t\t\t<div class=\"block-title-and-content__content\">\n\t\t\t\t\n<div class='block-title-and-content__item'><div class='block-title-and-content__item-inner'><p\t\tclass=\"typography block-typography__typography typography__color--onyxGrey typography__size--regular-body typography__align--left\"\n\t\t\t>\n\t\tTo get started, we identified top growth opportunities with Facebook and YouTube marketing. This included:\t<\/p><\/div><\/div>\n\n<div class='block-title-and-content__item'><div class='block-title-and-content__item-inner'><ul class=\"lists lists__color--onyxGrey lists__type--circle lists__size--default lists__align--left block-lists__lists\">\n\t<li>Setting up platforms for success using our best-in-class campaign structures. <\/li><li>Testing lead ads to reduce UX friction.<\/li><li>Capturing qualified users through prospecting strategies and bringing them into a series of retargeting steps to create a funnel sequence \u2013 without spending millions of dollars.<\/li><li>Initial campaign learnings that fueled the creation of new documents and revenue sources for the business.<\/li><\/ul><\/div><\/div>\n\n<div class='block-title-and-content__item'><div class='block-title-and-content__item-inner'><p\t\tclass=\"typography block-typography__typography typography__color--onyxGrey typography__size--regular-body typography__align--left\"\n\t\t\t>\n\t\tWhile this company had been the leader in the legal documents category, its branded search volume was not growing at the same rate as its competition. We also uncovered other ways we could grow the company\u2019s footprint. Examples of these were: \t<\/p><\/div><\/div>\n\n<div class='block-title-and-content__item'><div class='block-title-and-content__item-inner'><ul class=\"lists lists__color--onyxGrey lists__type--circle lists__size--default lists__align--left block-lists__lists\">\n\t<li>Expanding audience targets beyond SMB owners. <\/li><li>Implementing iterative creative testing.<\/li><li>Utilizing a broader awareness approach through retargeting to generate additional demand. <\/li><li>Entering new marketing channels (LinkedIn, Google UAC, Apple Search Ads, etc.).<\/li><\/ul><\/div><\/div>\n\n<div class='block-title-and-content__item'><div class='block-title-and-content__item-inner'><p\t\tclass=\"typography block-typography__typography typography__color--onyxGrey typography__size--regular-body typography__align--left\"\n\t\t\t>\n\t\tTaking a comprehensive approach, we implemented two main strategies to drive growth: aligning the company\u2019s account structure with industry and platform changes, while also going after more mobile users. <br><br>While the company was already heavily leveraging automated bidding, their campaigns were in Alpha\/Beta single-keyword ad group (SKAG) structure, which had been a best practice of ours for many years. But based on the recent success of smart bidding, responsive search ads, and less control over keyword mapping due to the industry\u2019s embrace of automation, our approach needed to evolve. <br><br>Our team restructured the campaigns into multi-keyword ad groups (MKAGs) to group similar keyword themes together and saw immediate improvements in the Google algorithm\u2019s ability to optimize \u2013 thanks to greater data density \u2013 and uncovered more impression volume. <br><br>Additionally, we chose not to leverage an algorithmic bidding platform like SA360 and rely solely on individual engine bidding algorithms. This proved to be extremely valuable, especially in Microsoft, where the team chose to leverage their native target cost-per-acquisition (tCPA) strategies. When we found that Microsoft\u2019s tCPA strategies outperformed Search Ads 360\u2019s CPA bid strategies, we migrated the majority of the company\u2019s campaigns over to Microsoft. Loosening up mobile modifiers and embracing automated bidding also helped the company tap into growing mobile searches.\t<\/p><\/div><\/div>\n\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\n\t<div class=\"block-title-and-content__social-links\">\n\t\t\t\t\t<a\n\t\t\t\thref=\"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/\"\n\t\t\t\tdata-share-url=\"https:\/\/www.deptagency.com\/en-au\/case\/utilizing-untapped-performance-levers-to-drive-growth\/\"\n\t\t\t\tdata-share-title=\"Utilizing untapped performance levers to drive growth\"\n\t\t\t\tdata-share-type=\"copy\"\n\t\t\t\tclass=\"block-title-and-content__social-links-item js-social-link\"\n\t\t\t\taria-label=\"Copy page link\"\n\t\t\t\t\n\t\t\t\t\t\t\t\t\tdata-tooltip=\"true\"\n\t\t\t\t\tdata-tooltip-text=\"Link copied to clipboard.\"\n\t\t\t\t\t\t\t>\n\t\t\t\t<svg fill='none' xmlns='http: \/\/www.w3.org\/2000\/svg' width='22' height='22' viewBox='0 0 22 22'><path d='M6.832 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growth\"\n\t\t\t\tdata-share-type=\"linkedin\"\n\t\t\t\tclass=\"block-title-and-content__social-links-item js-social-link\"\n\t\t\t\taria-label=\"Share to Linkedin\"\n\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\trel=\"noopener noreferrer\"\n\t\t\t\t\n\t\t\t\t\t\t\t>\n\t\t\t\t<svg width='19' height='18' viewBox='0 0 19 18' fill='none' xmlns='http: \/\/www.w3.org\/2000\/svg'><path d='M1.15 17.3h3.6V5.8h-3.6v11.5zM.75 2.1c0 1.2 1 2.1 2.1 2.1 1.2 0 2.1-.9 2.1-2.1 0-1.2-1-2.1-2.1-2.1-1.2 0-2.1 1-2.1 2.1zM14.45 17.3h3.6v-6.2c0-3.1-.7-5.5-4.3-5.5-1.8 0-2.9.9-3.4 1.8V5.8h-3.4v11.5h3.6v-5.7c0-1.5.2-2.9 2.1-2.9 1.8 0 1.8 1.7 1.8 3v5.6z' fill='currentColor'\/><\/svg>\t\t\t<\/a>\n\t\t\t\t<\/div>\n<\/div>\n\n<div class=\"block-panel-with-rich-text\">\n\t<div class=\"block-panel-with-rich-text__left block-panel-with-rich-text__left--richBlack\">\n\t\t<h2 class=\"heading heading__size--xl heading__align--left block-panel-with-rich-text__heading\">\n\t\t\tOutperforming unprecedented performance\t<\/h2>\t<\/div>\n\n\t<div class=\"block-panel-with-rich-text__right block-panel-with-rich-text__right--richBlack\">\n\t\t<div class=\"block-panel-with-rich-text__right-content block-panel-with-rich-text__right-content--richBlack\">\n\t\t\t\n<div class='block-panel-with-rich-text__item'><div class='block-panel-with-rich-text__item-inner'><p class=\"paragraph paragraph__color--white paragraph__size--default paragraph__align--left block-paragraph__paragraph\">Despite research stating that demand in the legal documents industry wasn\u2019t expected to grow in 2021, we found a path forward. <br><br>By leaning on untapped performance levers, we drove 23% year-over-year conversion growth for the client in the first half of 2021. <br><br>Switching to Microsoft\u2019s tCPA strategies was a major factor in scaling spend on Microsoft by 167% YoY and growing the investment to a 22% share of the paid search budget, compared to just 11% in the first half of 2020. <br><br>Mobile drove growth on both Google Ads (+46% conversions) and Microsoft Ads (+20x conversions). This was a key finding, because while 45% of industry searches for legal documents happen on mobile, they had only made up 18% of spend in the first half of 2020 \u2014 and this figure grew to 22% of spend in the first half of 2021.<\/p><\/div><\/div>\n\t\t<\/div>\n\n\t\t<\/div>\n<\/div>\n\n<div\n\tclass=\"flyout-drawer js-flyout-drawer flyout-drawer__position--right\"\n\tdata-trigger=\"#block-panel-with-rich-text-6869c35060ae36b6a93f991c38f668dc\"\n\tdata-instant-open=\"false\"\n>\n\t<div class=\"flyout-drawer__left-mobile-backplate\"><\/div>\n\t<div class=\"flyout-drawer__left-backplate\"><\/div>\n\n\t\t<div class=\"flyout-drawer__left\"><\/div>\n\n\t<button\tclass=\"cta-button flyout-drawer__close cta-button__color--white cta-button__style--text-and-icon js-drawer-close has-flipped-icon\" aria-label=\"Close\" >\n\t<svg width='21' height='21' viewBox='0 0 21 21' fill='none' xmlns='http:\/\/www.w3.org\/2000\/svg'><circle cx='10.5' cy='10.5' r='9.5' transform='rotate(-90 10.5 10.5)' 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