Case Studies
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Projects we led
Case Study 1: Transforming Retention in a Customer Service Network
The Problem: A large financial institution faced declining retention in its customer service department, high turnover costs, absenteeism, and low Net Promoter Scores.
Our Role: As engagement lead and change agent, we designed a comprehensive assessment process, led client communication and logistics, analyzed data, and presented actionable recommendations to leadership.
The Outcome: By introducing flexible work models valued by employees, the company achieved:
A 50% reduction in turnover rates.
A 60% increase in the company Net Promoter Score.
Improved employee satisfaction and retention
Case Study 2: Building Sales Agility for a Professional Services Firm
The Problem: A professional services firm faced opportunities for growth and maturity and required a shift in a sales-resistant culture. The company relied heavily on its founder to secure large revenue deals, limiting its scalability.
Our Role: Serving as Head of Growth, we:
Assessed team and client needs.
Developed individual development plans and improved sales processes.
Instituted a new sales culture blending performance with company values.
The Outcome:
Individual VP attainment of annual quotas.
A more agile organization with VPs independently managing client portfolios.
Began freeing up founder time to focus on high-value client engagements.
Case Study 3: Fostering a Culture of Trust in Manufacturing
The Problem: A global life sciences company faced rising costs associated with reductions in product quality and employee productivity and turnover, as well as low levels of trust across multiple global production locations.
Our Role: As engagement lead and change agent, we designed and facilitated multiple Trust Workshops to gather employee feedback, led client communication and logistics, analyzed data, and presented actionable recommendations to leadership.
The Outcome: By uncovering root causes for reductions in trust and engagement, the company achieved:
Noticeable improvements in production quality.
Actionable leading indicators of future quality failures.
Improved employee engagement and retention.
Case Study 4: Driving Growth Through New Product Launch
The Problem: A global professional services firm wanted to fuel new growth through the launch of a client service which was covered as part of an existing service model. The organization faced change management challenges with its internal sales and delivery teams as well as externally with an extremely happy client base.
Our Role: As product leaders, we oversaw all stages of the change process including market and competitive research, pricing and delivery strategies, sales team readiness, evaluating the launch through continuous feedback, and reporting results to senior leadership.
The Outcome: By utilizing effective change management practices, the company achieved:
$2MM+ in sales within the first two years (20% increase in total program revenues).
Maintained strong client relationships (90% annual client renewal rate).
Case Study 5: Improving Board Effectiveness
The Problem: A regional not-for-profit faced challenges with rebuilding its Board of Directors because of the impacts from the Covid pandemic. The Board lacked consistent engagement and were missing core structures and processes.
Our Role: As Board Secretary and Governance Chair, we are overseeing initiatives to improve Board recruiting, Board and Executive Director performance through annual assessments, and succession planning.
The Outcome: The work is ongoing but our goals for the organization are:
Increases in earned and unearned revenue through active Board contributions.
Stability and strategic prioritization by creating alignment.
Case Study 6: Fostering Risk Management Cultures
The Problem: A consortium of large US Defense contractors participated in a benchmarking initiative to assess the strengths of their cultures to improve proactive risk management. The Defense Industry is heavily scrutinized for its ethical practices and face stringent regulatory requirements.
Our Role: As engagement lead, we oversaw workforce culture assessments for 14 companies including administration of surveys to thousands of employees, client relationship management, analysis and reporting of results for each company, and facilitating action planning discussions.
The Outcome: By understanding critical perceptions which influence ethical and compliant behavior, these companies achieved:
Better visibility into employee segments presenting higher risk for compliance breakdowns.
Improved risk detection strategies for increasing employee escalation of concerns.
Improved reputational trust with government and public stakeholders.