End-to-end solutions for modern CPG operations.
Advisory, implementation, leadership and managed operations — connected across CX, systems, AI, people and upstream operations.
ADVISORY + STRATEGY
CX / Ops Assessments · Operational Diagnostics · Operating Model Design · Business Impact Modeling · KPI / KR Design · CX Economics · Investor / Diligence Audits · 30 / 60 / 90-Day Roadmaps · 1-Year Transformation Roadmaps · Executive Advisory · GTM CX Readiness
ADVISORY + STRATEGY
CX / Ops Assessments · Operational Diagnostics · Operating Model Design · Business Impact Modeling · KPI / KR Design · CX Economics · Investor / Diligence Audits · 30 / 60 / 90-Day Roadmaps · 1-Year Transformation Roadmaps · Executive Advisory · GTM CX Readiness
CX OPERATIONS
Team Structure · Tiering · Workflows · Ownership · Escalations · Queue Architecture · Policies · Refunds / Replacements · Retention · Subscription Journeys · Customer Lifecycle Operations
CX OPERATIONS
Team Structure · Tiering · Workflows · Ownership · Escalations · Queue Architecture · Policies · Refunds / Replacements · Retention · Subscription Journeys · Customer Lifecycle Operations
SYSTEMS + TECHNOLOGY
CRM Audit · CRM Selection · CRM Standup · Migration · Tech Stack Audit · Ticket Architecture · Field Governance · Tag Governance · Routing · Macros · Knowledge Architecture · APIs · Integrations · Data Flows · Self-Service
SYSTEMS + TECHNOLOGY
CRM Audit · CRM Selection · CRM Standup · Migration · Tech Stack Audit · Ticket Architecture · Field Governance · Tag Governance · Routing · Macros · Knowledge Architecture · APIs · Integrations · Data Flows · Self-Service
AI + AUTOMATION
Built-In CRM AI Assessment · Standalone AI Evaluation · AI Platform Selection · AI Standup · Agent Assist · Customer-Facing Automation · AI QA · Human + AI QA · Knowledge Integration · Workflow Automation · Intelligent Routing · Reporting · AI Governance
AI + AUTOMATION
Built-In CRM AI Assessment · Standalone AI Evaluation · AI Platform Selection · AI Standup · Agent Assist · Customer-Facing Automation · AI QA · Human + AI QA · Knowledge Integration · Workflow Automation · Intelligent Routing · Reporting · AI Governance
QA + PERFORMANCE
Weighted QA Rubrics · Resolution-First Scoring · Repeat Contact · First Response Time · SLA · Customer Served · Productivity · Schedule Adherence · Attendance · Calibration · Coaching · Corrective Action Evidence · 1:1 Systems · Performance Reviews · Scorecards
QA + PERFORMANCE
Weighted QA Rubrics · Resolution-First Scoring · Repeat Contact · First Response Time · SLA · Customer Served · Productivity · Schedule Adherence · Attendance · Calibration · Coaching · Corrective Action Evidence · 1:1 Systems · Performance Reviews · Scorecards
WORKFORCE MANAGEMENT
Forecasting · Scheduling · Staffing Models · Queue Pacing · Utilization · Occupancy · Shrinkage · Schedule Adherence · Capacity Planning · Seasonal Planning · Intraday / Real-Time Management · Vendor Staffing
WORKFORCE MANAGEMENT
Forecasting · Scheduling · Staffing Models · Queue Pacing · Utilization · Occupancy · Shrinkage · Schedule Adherence · Capacity Planning · Seasonal Planning · Intraday / Real-Time Management · Vendor Staffing
CROSS-FUNCTIONAL OPERATIONS
CX signal routing to Product, Quality, Manufacturing, Fulfillment, 3PL, Logistics, Payments, Finance, Marketing, Ecommerce, Technology and Leadership. Every connection has an Owner, Handoff, SLA, KPI, Action, Status and Outcome.
CROSS-FUNCTIONAL OPERATIONS
CX signal routing to Product, Quality, Manufacturing, Fulfillment, 3PL, Logistics, Payments, Finance, Marketing, Ecommerce, Technology and Leadership. Every connection has an Owner, Handoff, SLA, KPI, Action, Status and Outcome.
BPO + MANAGED CX
BPO Sourcing · RFP / Evaluation · Partner Selection · Setup · Implementation · Transition · Training · QA · WFM · Vendor Governance · Weekly Operating Cadence · Executive Reviews · SLA Ownership · Managed CX · Full CX Takeover · Continuous Improvement
BPO + MANAGED CX
BPO Sourcing · RFP / Evaluation · Partner Selection · Setup · Implementation · Transition · Training · QA · WFM · Vendor Governance · Weekly Operating Cadence · Executive Reviews · SLA Ownership · Managed CX · Full CX Takeover · Continuous Improvement