Tech-enabled Services
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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Post-merger Integration Planning for Tech-enabled Compliance Services Providers: Jump Starting the Merger
Developed a detailed post-merger integration and communication plan that identified and prioritized post-merger integration requirements as pre-deal, 100-day, and post-100-day, and identified the integration team with assigned responsibilities for key integration priorities. The effort included establishing the target end-vision of the combined company and determining post-merger integration requirements through a thorough assessment of current situation at both companies.
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Customer & Market Due Diligence Of Managed Waste Solutions Provider: Understanding Risk Posed By National Haulers
Conducted a 3-week customer & market due diligence of a managed waste solutions provider to establish the target's positioning/risk vs. national waste haulers; its competitive differentiation; its margin stability and recession risk; and the overall managed waste solutions market size and growth expectations. To this end, Gotham: conducted 33 interviews with and 73 online surveys of customers; built a detailed end-market level sizing model; determined the managed waste solutions competitive landscape; analyzed distances between landfills and the target’s customers; built a recession impact model; and established customer and hauler pricing mechanisms. Gotham provided a detailed view on the competitive dynamics and risks posed by the national waste haulers and the advantages of managed waste solutions providers, helping build client confidence in pursuing the target aggressively.
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Operations Diagnostic of Direct Marketing Services Company: Establishing “One Company” Organization and Operations to Realize Cost Synergies
Conducted a 5-week operations diagnostic of a recently acquired portfolio company to identify cost reduction opportunities and establish organizational and operations end-visions. Gotham undertook an extensive analytic effort to reconcile and align data from 3 separate, independently operating systems corresponding to each business unit and create in-depth profiles of purchasing spend and labor efficiency. We also identified opportunities to improve salesforce effectiveness, including salesforce restructuring and a new compensation system. Finally, working with management, Gotham developed a “One Company” organizational structure to eliminate disconnect and facilitate savings opportunity capture within and among the 3 business units. Following the diagnostic, management launched efforts to capture these opportunities, which were expected to improve the company’s EBITDA margins by 6+ percentage points.
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Competitive Due Diligence of Analytics Outsourcing Company: Assessing Competitive Positioning in Emerging Analytics Space
Conducted competitive due diligence to pin down nature of current and new competition, including product- vs. service-focused, lower-end vs. higher-end analytics offerings, and on- vs. off-shore delivery models. Conducted extensive, hour-long interviews to gain a clear understanding of an increasingly crowded competitive field, allowing our PE client to understand critical industry/competitive dynamics and proceed with an appropriate bid.
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