Major Achievements
Our team has extensive experience in the commercial, industrial and financial sectors. We have performed interventions for many large clients across Canada.
Created in 2002, our consulting firm supports organizations of all sizes who wish to reflect on, plan and implement their projects. We help them adjust to rapid changes in their environment. With our advice and tools, our clients have saved over $250,000,000 and thousands of working hours. Our process is both effective and mindful of the human beings at the heart of its concerns.
Location: Montreal
Acquisition of a competitor in the distribution industry.
Assisted upper management, oversaw the integration of operational functions (such as accounting systems, supply, inventory management, receivables and suppliers) and managed the communications plan.
Established a new organizational model to maximize the acquisition’s value and integrate operational functions within 6 months.
Location: Toronto - Montreal - Quebec
Merger of three organizations with similar business activities.
Spearheaded the transfer and consolidation of operations of the three entities offering specialized services, under the governance of a shared service center. This affected over 880 employees.
Created an independent legal entity supported by multi-stakeholder governance. The coalition was able to achieve greater synergy by improving its capability to absorb growth in volume of components, leading to a 15% decrease in operating costs in the first year.
Location: Montreal
Inefficiencies within an operational business unit of a financial institution
Ensured the cross-functional management of an operational efficiency program, in order to gain efficiency in over 400 points of service. Through a business review, this project created tangible opportunities to review work methods, while centralizing and regrouping certain activities, thereby generating significant gains.
Under $5.8 million
$30.5 million of recurring annual savings
Location: Toronto
Merger / Combination of two entities in the insurance industry, representing 800 employees and $1.8 billion in revenue.
Assisted the organization with various aspects of the transition, under the mandate to establish service agreements with the ceding companies and ensure operational continuity of services during the transition. Throughout the process of establishing service agreements, we documented the state of affairs in order to identify possible areas for improvement, as well as efficiency gains to put in place.
Our work helped establish 17 service offers worth over $80 million, facilitating operational continuity without interruptions of service for our clients and providers. Our contribution allowed the establishment of a business with international presence and activities across Canada.
Location: Montreal
Acquisition d'un compétiteur dans le domaine de la distribution.
Managed a transformation program bringing important changes to the roles of front-line employees, dedicated to customer service and sales of financial products. This transformation affected 1200 resources for whom we elaborated a change management strategy, including a transformation milestones calendar, a communications plan, specific training sessions and various mitigation measures.
Transformation was completed with success, helping increase employee engagement rate of nearly 10%, amidst a changing context.
Location: Quebec
Implementation of business management software (SAP).
Carried out change management strategies and all related activities, as part of the implementation of a business software solution (SAP). Established a macro plan to determine the transformation’s key milestones, while conducting impact analysis on the affected populations. This was followed by the execution of the pre-established communication plan, including information notes, scenarios, presentations, meeting logistics with stakeholders, video editing, as well as collaboration on external communication strategies (client and supplier).
Reduced risk related to implementing the solution, thereby allowing the client to reach the full potential of the previously identified benefits.
Location: Montreal
Introduction of a ticketing software (ServiceNow)
Undertook leadership of a structured solution aimed at implementing a ticketing system which would ensure traceability of over 2.5 million annual customer requests. Conducted analysis of the current situation, identified needs, provided an operational business target as well as a governance structure. Implemented & deployed the solution in AGILE mode, affecting nearly 800 resources and over 12 000 partners / clients.
Successfully deployed a complex solution, generating efficiency gains of over 20%, while increasing employee engagement and customer satisfaction.
Location: Montreal
Support the client contact center’s transformation
Acted as transformation consultants to facilitate the implementation and maximize the impact of various initiatives, such as: 1) Continuous improvement and performance management aimed at stabilizing and improving accessibility to the call center, 2) Initiatives to define the call center's vision for 2021, 3) Business intelligence and artificial intelligence initiatives.
Reduced call waiting times for clients by ensuring rapid and efficient customer care. Increased references and sales of products customized to client needs, in addition to turning the call center into a business intelligence center.
Location: Montreal - Quebec - Toronto
Deficient operational efficiency and standardization problem.
Completed multiple business process improvement projects to eliminate non-value-added activities. This involved developing work tools, reviewing projects working methods & procedures, restructuring roles and responsibilities for involved resources, as well as automating certain activities.
Significant decrease in costs, process automation, task simplification, improved productivity, improved client experience, communication standardization, clarification of roles, increased market share and business development.