Alliant Consulting Aligning people, processes and metrics to meet your business goals.

IMPROVE OPERATIONAL PERFORMANCE to better serve its audience and advertisers, and to protect and grow its market share

Project Focus

  • Newspaper telemarketing sales, single copy, and delivery operations
  • Redesigned and implemented standardized work-flows, processes, policies, procedures and organization structure
  • Increase service, retention, quality and performance while reducing costs

Client Gains: Financial and Operating Benefits

  • 19% reduction in cost per order (from $47.8 to $38.7)
  • 162% improvement in sales per hour in TeleSales (from .67 to 1.76)
  • 186% improvement in TeleSales close percentage (from 2.02% to 5.78%)
  • 28% improvement in grade of service
  • 25% overall improvement in productivity
  • 16% increase in Single Copy Sales
  • 20% reduction in returns (from 30% to 25%)
  • 33% reduction in abandon calls (from 3% to 2%)

Key Changes that Supported Client Goals

  • Implemented a compensation and incentive model
  • Standards of performance that are customer and quality focused
  • Workflows that eliminated 79% of the processing redundancies
  • Eliminated 39% of all forms through consolidation and improved electronic processing
  • Eliminated 40% of management reports through consolidation and simplification
  • Implemented MOD (Manager on Duty) to ensure presence for staff on weekends
  • Redesigned the floor plan to facilitate workflows and processes  resulting in improved performance, quality, service and employee morale
  • Upgraded scripts and trained TSR’s on online edition to increase overall sales
  • Redefined Single Copy sales territories to increase sales and dealer performance
  • Revised DM start time to facilitate distribution workflow and carrier communication
  • Updated route lists to ensure accuracy for carriers
  • Designed and implemented a carrier contract package reducing admin activities for the DM’s