Scaling 120% Without Growing the Team

Over the next several years, VitalSource dramatically expanded its operational capabilities while maintaining the same internal team size.

“Our group has not expanded at all,” Maritza explained. “It’s been exactly the same team. But we’ve grown something like 120% in our ability to scale.”

That scalability came from several operational improvements:

• stronger campaign governance
• cleaner data processes
• improved execution workflows
• scalable Marketo infrastructure
• operational consistency
• faster campaign deployment
• stronger reporting visibility
• more confidence in data quality

According to Maritza, those operational gains also created something equally important: creative breathing room. The team was no longer constantly reacting to operational inefficiencies.Instead, they had space to think more strategically.

“We started feeling more comfortable with our strategy, our execution, our data, and implementing best practices throughout the organization,” she said.

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Launching Customer Education Programs That Reduced Support Tickets by 130%

As VitalSource expanded its customer enablement strategy, the company partnered with Nomad to launch scalable webinar and training programs through Adobe Interactive Webinars.

“I leveraged Nomad as a strategic partner 100%,” she explained.

Working alongside Nomad, the team created a repeatable operational playbook that included:

• webinar registration workflows
• nurture campaigns
• follow-up automation
• internal coordination processes
• scalable webinar templates
• reporting frameworks

The results became immediately measurable. “One of our publisher integration leaders told me that after the webinar series, they saw a 130% decrease in customer support tickets,” Maritza said. “Nomad is basically my Claude, except better.”

Expanding Into New Channels Without Adding Operational Complexity

As the partnership evolved, Nomad also helped VitalSource implement website chat experiences and expand into additional digital engagement channels.

Nomad supported:

• website chat implementation
• reporting setup
• configuration of operational workflows
• stakeholder training
• KPI planning

“Our CEO kept asking, ‘Why don’t we have chat on the website?’ Maritza explained. Now we have chat. It’s functioning. And we’re reporting on interactions.”

At the same time, the company also launched an advanced customer training a scalable webinar and customer enablement program powered through Adobe Interactive Webinars.

The initiative was designed to help customers:

• onboard faster
• learn new product features
• improve platform adoption
• reduce support friction
• scale training delivery

Before the initiative, customer training was fragmented and difficult to scale. Every semester brought new users, new onboarding requirements, and increasing customer education demands. Working alongside Nomad, the team developed a scalable operational playbook that included templates, workflows, reporting framework, and documentation that the Vitalsource team continues to use today.

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Completing Accessibility Remediation 4x Faster Than Expected

Another major initiative involved improving accessibility compliance across VitalSource’s digital properties. The organization initially projected the work would require roughly six weeks.

After receiving a new accessibility audit outlining required website improvements, Maritza partnered with Chloe and the Nomad team to coordinate remediation efforts across both Marketo and HubSpot environments.

“We thought it would take six weeks,” Maritza explained. “Chloe got through it in about a week and a half.”

The work included:

• accessibility issue triage
• operational prioritization
• development coordination
• remediation planning
• cross-agency collaboration

For VitalSource, the project demonstrated Nomad’s ability to support operational execution across multiple systems, not just Marketo.

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An Embedded Strategic Partner

Today, Nomad functions as a deeply embedded extension of the VitalSource marketing organization. Over the years, Nomad has repeatedly stepped in to provide support during:

• maternity leaves
• bandwidth shortages
• campaign surges
• operational overflow
• reporting support
• asset production
• webinar execution
• day-of-event support

“We would never have been able to scale the way we have without Nomad support,” Maritza explained. “It’s been such a huge weight off my shoulders knowing I can rely on them.”

According to Maritza, one of the most unique aspects of the relationship is the level of consistency and responsiveness the team provides. “If you asked me right now, I would say I’m Chloe’s only client,” she joked. “I know that’s impossible, but that’s how it feels.”

For Maritza, the partnership works because the relationship goes beyond execution alone. And perhaps most importantly, trust. “I feel very comfortable having difficult conversations if I need something different,” she explained. “And that’s rare.” That trust has translated into long-term operational continuity.

Every year, as budgeting discussions begin internally, we push to make sure Nomad will remain part of the organization’s operational strategy.

“We’ve renewed each year,” she said. “Unless our priorities or budget change, we expect that to continue.”

When asked what advice she would give to organizations considering Nomad, her answer was immediate. “You’re going to regret not signing on with Nomad,” she said. “The second you start working with them, things begin moving in a positive direction.”