As a global BPO, their clients—complex, regulated brands—hand over their most precious asset: their customers.

“They’re relinquishing control of that direct connection,” explains Matthew Agronin, Ubiquity’s Head of Sales, Marketing, and Operations. “Our entire reason for being is to prove we can care for that customer as well, if not better, than they can.”

But for a long time, Ubiquity’s own engine for building that trust—its sales and marketing content—was, to put it politely, a bit of a mess. The grand vision of flawless customer experience was getting tangled in a web of outdated PDFs, rogue fonts, and well-intentioned but chaotic distribution.

a sales rep, trying to convert a Fortune 500 CEO, sends a proposal. The font is wrong. The messaging is from two product cycles ago. The CEO’s name is misspelled because it was copied from an old document for a different client.

“It was death by a thousand cuts, Matt recalls. You’d see someone used a document with the wrong font. The messaging was outdated. You wonder, where did they get this Frankenstein of information that they’ve hodgepodged together?”

Content lived a shockingly independent existence. Google Drive was a black hole. Email attachments were the norm. Local desktops housed “secret” stashes. The marketing team, acting as frantic “brand police,” was stuck in a reactive loop.

“My team was very reactionary to the needs of sales, or the perception of what was important, and had no analytical understanding of what they really needed to do to achieve results.”

The creation process was based on gut feelings, not data. They would spend weeks on a massive white paper, only to discover later that a simple two pager was what actually moved deals forward. For the sales team, this abundance of choice led to paralysis.

“There’s also an analysis paralysis for a sales rep to try and figure out what assets they should be leveraging... Because of that, they would just pick one. And that… maybe they picked the wrong one. And most importantly, we didn’t know.”

They evaluated many platforms. Some were too narrow—just for deal rooms or just asset management. Others were large, established players. But Ubiquity saw itself as a challenger brand, and they were drawn to a partner with the same mindset.

The need for a change became undeniable. The disconnect was causing real pipeline problems and brand damage. They went to market with a clear set of requirements: a centralised content hub, self-serve capabilities for sales, and, crucially, analytics to understand content performance.

“We love a Challenger. That’s the place we think is the greatest opportunity for success. A Challenger brand is closer to the market. They have a better understanding of what isn’t working, and they have a quicker roadmap.”

For Matt, the standout feature wasn’t the most complex one. It was the sheer ease of use.

He saw that they could maintain central 'brand control' while giving sales the autonomy to act quickly and professionally. This empowerment was the key to overcoming internal resistance.

The Content Hub became Ubiquity’s single source of truth. Every document was rounded up, tagged, and made discoverable. The era of the wild, untrackable attachment was officially over.

The marketing team moved from creating random acts of content to building strategic Collections. These weren’t just folders; they were curated “Sales plays” microsites tailored for specific industries or stages in the buyer’s journey.

A sales rep could now clone a template, add a personal touch, and share a perfectly branded story in minutes, without waiting for marketing.

This was the game-changer. For the first time, they had a window into what happened after they shared content.

This visibility allowed marketing to stop guessing and start knowing. They could see which assets drove deals and which gathered digital dust, shaping a content strategy that was both efficient and effective.

“We know that we are getting the right content and the right story into the hands of our buying committee much quicker, and feeling very good about it being accurate.”

For a company that lives and breathes customer experience, Ubiquity’s journey with Paperflite proves a critical point to deliver a flawless experience to your clients, you must first perfect the experience for your own teams.

They didn’t just find a software solution; they found their rhythm, their clarity, and a measurable way to build the trust that is their business.