The agency customer: Located in Hertfordshire, UK, YBA PPC is a top Google Premier Partner voted by Google as one of the best in Europe for growing businesses online.
The problem: How to defuse a critical account situation without damaging the business
The solution: Diginius premier support
YBA faced one of the most challenging and delicate issues any PPC agency dreads: a client about to launch their first advertising campaign and finding their account suddenly suspended without notice.
The agency turned to Microsoft support for immediate assistance. But unfortunately, the new client’s account had been marked as ‘high risk’ and fraud measures prevented further information from being disclosed to them.
YBA was justifiably frustrated, particularly as it was a straightforward, small account for a run-of-the-mill consumer product in a local area. There was nothing obviously high-risk about it, and other advertising platforms had already accepted the business.
Struggling to make sense of the situation and with no apparent explanation or ability to appeal against the decision, YBA turned to the Diginius support team for help.
The Diginius team escalated the problem to Microsoft. Although Microsoft’s internal legal workings mean that even their own teams are never told why an account has been suspended, by working closely together, Diginius and Microsoft eventually found a solution.
Thanks to intervention by Diginius, Microsoft reviewed the situation, removed the fraud status and reinstated the account – taking just two weeks across multiple time zones to move from impasse to resolution.
The reason for this success is due to Diginius’ support process, which provides a dedicated analyst who is both responsible and accountable for investigating and resolving potential issues. In turn, the Diginius team can quickly escalate issues to a dedicated partner account manager within Microsoft, who interfaces with their internal teams for a much swifter conclusion.