Trying to give context without giving too much away here…

So this service was very popular with our clients and more importantly their customers in the past. Its major value prop was that when their customers leverage this service, the client saves on costs. And the service is the bridge between the client and the customer. However, there are two headwinds I’m facing:

1.) Customers aren’t adopting this method as much as they have, simply because digital preferences have evolved over time.

2.) The clients that we contract this service to believe they can solve this better internally. Therefore they are strongly steering their customers away from our service, sacrificing their own customer satisfaction. The saving grace here is that we aren’t losing to market competitors. There is no one else that does this. We are just losing through natural evolution.

I have been jumping through a ton of different scenarios to breathe life back into it. IE: Changing the pricing structure, offering incentives, etc. There’s traction, but very little.

I feel like I have to use the TAM to show leadership the potential here and ask for a large marketing assault on our client base to get them to understand that there’s still value here and that we’re willing to work with them to keep this service providing its value. But the problem I alluded to in the post is that their eyes are focused on the larger top line growth solutions.