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

Case Studies filtered by Sales & Marketing:



Contact Center Assessment Nets Improved Customer Service & Reduced Costs for National Newspaper

National Newspaper wishes to project future needs, assess the performance and potential of the current consumer sales and support operations and determine whether/how to outsource all customer contact functions. They currently serve customers via a combination of in-house and outsourced contact centers providing customer support via web, chat, email and telephone. Alliant conducted the assessment, […]

Top 10 U.S. Metro Daily Newspaper Advertising Sales & Audience Development

REDESIGN RETAIL ADVERTISING SALES incentive programs, goal setting, communications, territory alignment, inbound sales/contact functions, improve service, quality and productivity Project Focus Redesign Retail Advertising sales incentive programs, goal setting, communications, and territory alignment Redesign Classified Advertising incentives, goal setting, communications, and inbound sales/contact operations Consolidate Classified and Circulation Call Centers to improve service, quality and […]

A National Cable TV System With 450,000+ Customers

ESTABLISH A CUSTOMER-FOCUSED ENVIRONMENT and dramatically improve service performance in a company where the merger of former competitors had resulted in internal conflict and dysfunction Project Focus Provide a full organizational assessment, redesign and implementation of operational models that provide a vehicle for achieving “world class” customer service within an 18-month window.  This work encompassed […]

Top Ten Metro Daily Newspaper

IMPROVE SERVICE QUALITY AND PRODUCTIVITY LEVELS related to Retail Advertising Sales and Support, Pre-Press, Ad Production and Spec Ad design to reduce labor costs and adjustments to revenue while increasing Customer Satisfaction. To increase Classified Advertising revenue, improve customer service, and reduce abandoned calls, makegoods, adjustments and other costs.  To increase Circulation sales effectiveness and […]

Major Metropolitan Newspaper – Classified Advertising Department

INCREASE ADVERTISING REVENUE, improve customer service, and reduce abandoned calls, makegoods, adjustments and other costs Project Focus Assess, redesign and implement new workflows, practices, procedures and organization structure to improve quality, service and productivity, and reduce costs in the classified sales, administration and accounting departments. Financial and Operating Benefits 21% increase in revenue per hour […]

Major Metro Advertising Operations

IMPROVE QUALITY, SERVICE AND EFFICIENCY by changing how and when ads are ordered and processed resulting in a high performance management model and culture that drive continuous improvement Project Focus To design and implement a new operational model which includes ad operations, pre-press, sales, marketing, interactive media and supplements departments.  A team was formed to […]

Major Metro Cable TV Contact Center

ENHANCE THE PERFORMANCE OF THE CONTACT CENTER of a major metro provider of cable TV, high-speed data and telephony services during a time of rapid growth, increased competition, and the introduction of complex new products and business information systems Project Focus Lead an internal team in the redesign and implementation of a new Customer Contact […]

Large Metro Daily Newspaper

ENHANCE THE SUCCESS OF AN INTERNAL TEAM chartered to identify ways to increase productivity and time to sell, and to reduce errors in the advertising department Project Focus Review process mapping and analysis work performed by internal teams and provide guidance regarding areas and methods for more penetrating documentation, analysis and recommendation development. Financial Benefits […]

Major Metropolitan Newspaper Agency – Classified Advertising & Accounting Departments

IMPLEMENT A CUSTOMER-FOCUSED ORGANIZATION to increase revenue, service and operational performance Project Focus Beginning with departmental mission and standards, assess, redesign and implement new workflows, processes, practices, and organization structure to increase revenue through improved quality, service and productivity, and reduce costs in the classified sales, and accounting departments; optimize utilization of electronic systems and […]

Mid-Sized New Media Organization

DEVELOP “BEST PRACTICE” MODELS for the post-sale, production, maintenance, service and billing elements related to these services as well as an effective, efficient approach for implementation and training at various customer sites that will ensure quality and service performance that drives customer retention and growth for a new media organization has developed software to facilitate […]

One of the 10 Largest Newspapers In The U.S. Improves Service and Customer Retention

INCREASE HOME DELIVERY CIRCULATION, CUSTOMER SERVICE, customer retention and improve operational performance so that service, quality and retention are maintained long term, while reducing costs Project Focus Conducted an operational assessment, designed and implemented the recommendations for a “customer focused” Circulation Distribution and Sales Organization to increase retention, service, quality and operational performance while reducing […]

Weekly Newspaper Organization Publishing 20+ Mastheads

IDENTIFY WAYS TO IMPROVE QUALITY AND SERVICE while significantly reducing labor costs in a multi-location weekly newspaper Project Focus Assessment of workflows, staffing, scheduling, skills and systems related to pagination, ad order entry and editorial. Financial Benefits Identified opportunities to achieve: 8% annualized labor cost reductions in editorial and production 50% reduction in page handling […]

A Middle Market Newspaper in the U.S.

DESIGN AND IMPLEMENT AN AD FLOW MODEL that improves and perpetuates overall customer service, quality and revenue performance Project Focus Designed and implemented a streamlined Ad Flow Model impacting Advertising Sales, Production, Marketing Development, Finance, and a newly designed department, Ad Central.  The new ad flow structure provided an enhanced quality assurance process designed to […]

A Large Newspaper In A Highly Competitive Metropolitan Market

TRANSFORM OPERATIONS in Advertising, Marketing, Finance and Production departments for improved customer service, quality, and productivity, and overall revenue performance Project Focus Design a viable operating model that meets the goals established by executive management, document and assess the current operations, and develop an implementation plan to move from the current state to the new […]

One of the 10 Largest Newspapers in the U.S.

IMPROVE SERVICE QUALITY AND PRODUCTIVITY LEVELS related to Sales and Advertiser Support, Pre-Press, Ad Production and Spec Ad design to reduce labor costs and adjustments to revenue while increasing Customer Satisfaction Project Focus Conducted an operational assessment, designed and implemented the recommendations for a “customer focused” Sales and Production Organization.  Reorganized and streamlined workflows to […]

A Middle Market Newspaper

IMPLEMENT ORGANIZATIONAL AND OPERATIONAL CHANGES in advertising sales and the ad flow process focusing on customer service, quality, and productivity performance improvements designed to generate increased advertising revenue, improve ad quality, and reduce adjustment and makegood costs Project Focus Designed and implemented programs to improve sales, customer service and overall performance.  Reorganized and streamlined work […]

Small Market Daily Newspaper Advertising Sales and Production

INCREASE AD THROUGHPUT, QUALITY AND SERVICE while reducing ad errors and Advertiser adjustments to revenue Project Focus Designed and implemented a reorganized Advertising Sales and Production Organization Improve customer service, quality, operating effectiveness and increase advertising revenue Through decreased revenue adjustments Financial Benefits 41% reduction in number of credit adjustments 14% reduction in dollars per […]

Top 10 Canadian Newspaper Audience Development

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% […]

Top 10 U.S. Metro Daily Newspaper Classified Advertising

IMPROVE EFFICIENCY AND EFFECTIVENESS of the in-bound customer contact operations across all categories of Classified Advertising Project Focus Classified Advertising Sales at a Large Daily Newspaper Develop and implement comprehensive operational  recommendations for inbound contact activity across all categories of classified advertising Improve service, quality, and productivity through operational changes Client Gains: Financial and Operating […]

Major Metro Daily Newspaper Ad Sales, Prepress & Finance

INCREASE COLLABORATION, EFFICIENCY AND REVENUE in an organization experiencing low sales productivity and cooperation between inside/outside sales representatives, accounting staff, and the prepress team Project Focus Daily Metro Newspaper’s Advertising, Prepress, and Finance Departments Assess, redesign and implement new standards, workflows, processes, organization structure, incentives, rates, policies and procedures Identify, measure and realize opportunities to […]

Top 10 U.S. Metro Daily Newspaper Audience Development Improves Service and Sales

INCREASE SERVICE AND SALES EFFECTIVENESS, reduce customer churn, and decrease operating costs across nine circulation-focused operating divisions Project Focus Metro Daily Newspaper’s Audience Development Operations, including Direct Sales, Telemarketing Sales, Customer Service, and Delivery Operations Assess, redesign, and implement new workflows, processes, policies, procedures, and organizational structure Client Gains: Financial and Operating Benefits 27% increase […]

National Cable MSO Consolidation

CONSOLIDATE OPERATIONS across seven separate system locations serving over 500,000 customers without a hitch – in fact, with improvement – in quality, customer service and cost efficiencies Project Focus Cable TV Customer Service, Dispatch, Field Services, Plant, Warehouse, and Sales Operations Assess seven locations and their operating processes, with the goal of smooth and effective […]

Top 10 U.S. Daily Newspaper

INCREASE CUSTOMER FOCUS throughout the organization and improve service responsiveness both inside and outside the company – and thereby increase revenue, external customer retention, internal customer satisfaction, operational performance, and resource utilization Project Focus Large Daily Newspaper’s Retail Ad Sales and Production, Classified Advertising, Circulation, Finance, Accounting, Purchasing and Human Resources Departments Assess, redesign and […]

Global Water Purification Products and Services Leader – Streamlines New Product Introduction

IMPROVE NEW PRODUCT INTRODUCTION PROCESS; Improve and accelerate the introduction process for all new and reformulated products from the idea stage to full commercialization while maintaining or improving quality, service and safety Project Focus Manufacturer’s New Product Development Processes affecting Marketing, Sales, Research, Environmental Health & Safety, Procurement, Manufacturing, Human Resources, Information Services, and Finance […]

Top 5 U.S. Home Healthcare Provider – DSO Reduction

REDUCE ADJUSTMENTS, WRITE-OFFS AND COLLECTION TIME for accounts receivables across 350 U.S. offices for this medical equipment company with $1.2 billion in annual revenue Project Focus Medical Equipment Supplier’s Patient Intake, Accounts Receivables and Collections departments Assess revenue management operations, from intake through billing and collections, at representative locations Identify collection performance barriers and opportunities […]

Major Metro Daily Newspaper Rate Compliance

IMPROVE RATE CARD COMPLIANCE in the advertising department; ensure consistent and accurate rating and billing practices; and increase both revenues and customer satisfaction Project Focus Daily Metro Newspaper Ad Sales, Sales Management, Finance / Billing, and Programming Enhance advertising revenue per line sold through better control of rates and discounts Develop new rate-request process to […]

Top 10 U.S. Newspaper Advertising Sales and Production

IMPROVE CUSTOMER SERVICE and increase advertising revenue and productivity Project Focus Newspaper Advertising Sales, Advertising Production, Operations, and Administration Assess, redesign and implement new workflows, processes, policies, procedures, and organization structure Improve quality, service, productivity, and resource management Client Gains: Financial and Operating Benefits 30% increase in sales time for generating revenue 70% decrease in […]

Mid Market Cable System Rebuild / Telephony Launch

GUIDE A MAJOR CABLE REBUILD PROJECT to on-time and on-budget completion, and meet turn-around standards for telephony sales and implementation Project Focus Cable TV, Commercial Telcom Sales, Plant Rebuild Develop and implement master plans and schedules for cable plant rebuild and upgrade, and that support launch of commercial telcom services Develop and implement “order to […]

Metro Newspaper Ad Flow Management Development

IMPLEMENT ORGANIZATIONAL AND OPERATIONAL CHANGES in the ad flow process focusing on customer service, quality, and performance improvements designed to generate increased advertising revenue, improve ad quality, and to decrease adjustment and makegood costs Training Focus To prepare all levels of management to accept, actively participate, and perpetuate changes being implemented in service, quality and […]

Menu