Consumer Services
Customer & Market Due Diligence of Plumbing and Drain Cleaning Services Company: Establishing Target’s Brand Reputation and Growth Opportunities
Conducted 4-week customer & market due diligence to: (1) validate defensibility of target’s residential business; (2) establish/confirm growth opportunity in the commercial business; and (3) validate the opportunity to expand into the water damage restoration market. Gotham undertook an exhaustive fact-based approach: consumer panel and customer surveys; commercial customer surveys and interviews across 11 end-markets; deep-dive analysis of several years of job-level data; and detailed competitive landscapes in each of the target’s territories. Gotham’s fact-based conclusions allowed our client to gain confidence in defensibility of the target’s market position and viability of its growth plan leading to the successful close of the transaction.
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Customer & Market And Operational Due Diligence Of Leading Propane Distributor: Determining Branch-level Margin Expansion Opportunities And Market Position
Conducted 2-week customer & market and operational due diligence to: validate capture of pricing and operating efficiencies at acquired companies; establish local market dynamics and target’s competitive positioning; and assess regulatory and substitution threat. Gotham: surveyed ~750 propane consumers in target’s service areas; identified/profiled key competitors and conducted 32 competitor interviews in target’s local markets; analyzed zip-code-level propane supply, consumption, pricing, and heating degree day trends; determined pricing optimization and segmentation opportunity; assessed substitution threat from natural gas, electricity, and heat pumps; and analyzed pricing, delivery, and backoffiice expenses at 25+ acquisitions. Comfortable with the target’s opportunity to acquire family-owned local propane distributors and capture pricing/operations improvements, our client was able to move forward with an aggressive but well-informed bid.
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Operations Improvement At Single-family Home Rental Company: Establishing Efficient Organization Structure And Processes To Drive $100MM In EBITDA Uplift
Conducted 12-week operations diagnostic to identify opportunities to streamline and reduce cost of client’s operations. To this end, Gotham: redesigned the corporate organization; surveyed 300+ front-line employees to understand their activities; visited multiple local markets and toured homes; mapped all processes front-to-back; and conducted deep-dive analyses of the client's operational performance to establish and quantify savings opportunities. Gotham identified opportunities to increase the client’s EBITDA by $100MM and developed project charters, role-specific KPIS, and a technology plan to jumpstart the capture of identified opportunities. The client launched the implementation effort immediately, with organizational restructuring implemented within 4 weeks.
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Customer & Market Due Diligence Of Entrepreneurial Digital Performance Marketing Company: Establishing Competitive Positioning And Recession Risk
Conducted a 4-week customer & market due diligence to establish competitive positioning, margin sustainability, and recession risk of an email acquisition and affiliate marketing company. To this end, Gotham: conducted ~200 “warm introduction” and anonymous customer interviews and surveys; built a comprehensive database of competitor and O&O sites; dissected financial and operational data to pin down drivers of management growth projections; researched over 1,000 advertisers and publishers to establish the target’s customer mix; and built a recession impact model. Gotham’s rapid assessment of this emerging and not well defined market provided our client with clarity on market and competitive dynamics and allowed the deal team to present a robust picture of the target to their investment committee and lenders.
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Exit Preparation/Positioning Of Vehicle Service Contract Marketer: Evaluating Call Center Operations, Salesforce Effectiveness, And Partner Activation Processes
Conducted a 2-week operational assessment to evaluate call center performance, salesforce effectiveness, and partner activation processes for a leading marketer of vehicle service contracts. To this end, Gotham: conducted site visits and interviews with managers, sales agents, and customer service reps; analyzed call and operational data to assess close-rate drivers and staffing alignment; analyzed CRM data to evaluate sales conversion, account coverage, and follow-up discipline; and mapped partner activation workflows to identify inefficiencies and IT constraints. Gotham provided the client with a clear view of the company’s performance gaps and proposed actionable improvements to call center performance, sales execution, and partner activation amounting to a $60-80MM revenue opportunity. This enabled the client to position the business for growth ahead of its planned exit from this portfolio company.
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Customer & Market and Operational Due Diligence of Leading Private Pay Residential Mental Health Services Provider: Establishing Program-Level Competitive Positioning and Operating Performance
Gotham conducted a customer & market and operational due diligence of a leading multi-program player in the private pay residential mental health services market, serving adolescents and young adults with a broad array of behavioral disorders. In line with the bid timelines, Gotham structured a 2-phased effort, with Phase I effort focused on understanding the overall market and referral dynamics, the target’s overall competitive positioning, and the growth opportunity and Phase II on program-level operational performance, reputation/competitive positioning, and recessionary risk. Gotham: conducted 43 interviews with referral sources, competitors and industry experts; built a bottom-up market sizing model; developed a comprehensive competitor database; and built robust operational performance fact packs for each of the target’s programs. Gotham’s fact-based assessment gave our client the conviction to win the auction with an aggressive bid.
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