Your Vision, Our Expertise

Tailored Solutions to Unlock Your Potential

Your business has unique needs and targets, so why settle for a one-size-fits-all model? Our approach is centered on providing a diverse range of expertise uniquely tailored to your specific requirements, allowing us to create maximum relevance and impact.

What sets us apart? We pride ourselves on crafting bespoke solutions that deliver measurable, tangible business improvements while remaining perfectly aligned with your organizational values. We view your success as our own and are committed to exceeding your expectations.

See why working with PMG is the right choice.

Our Services

Strategy & Operations Consulting

Navigating Complexity: A PMG Advantage

For the past decade, PMG has been at the forefront of human capital transformation and building people-first enterprises, helping organizations unlock the full potential of their teams.

Imagine a future where your organization is a force for good, attracting and developing top talent, fostering a culture of inclusion, and making a positive contribution to society. At PMG, we don’t just imagine it – we make it happen.

How We Help

Capital Excellence	Achieve maximum returns on your investments by leveraging expert-backed strategies to allocate resources wisely and execute projects flawlessly.
Cost Management	Gain control of your expenses with proven strategies that balance cost reduction and operational effectiveness without compromising quality.
Enterprise Architecture & Workflow Management	Build robust systems and workflows designed by experts to ensure seamless operations, scalability, and alignment with your strategic goals.
Facility & Resource Management	Optimize your resources and physical spaces with expert-backed strategies that reduce costs and enhance operational efficiency.
Lean, Six Sigma, Agile, or Sector Convergence Implementations	Harness the power of industry-leading methodologies to improve quality, eliminate waste, and adapt quickly to evolving business needs.
Multi-unit Strategy	Synchronize operations across multiple locations with a cohesive strategy that ensures consistency and maximizes performance.
Operations Scalability	Prepare for growth with scalable systems and processes tailored to support your business as it expands and evolves.
Performance Metrics & KPI Optimization	Drive measurable success by refining your key performance indicators and metrics to track and achieve your business objectives effectively.
Portfolio Strategy	Strategically manage your portfolio to allocate resources effectively and achieve long-term business success.
Process Improvement & Optimization	Enhance your operational workflows with expert-led improvements that maximize efficiency and quality.
Process Optimization	Unlock greater efficiency with tailored strategies that eliminate bottlenecks, cut costs, and streamline workflows for sustainable growth.
Product Development	Accelerate your product’s journey to market with innovative strategies and seamless processes, ensuring customer alignment and unmatched quality.
Risk and Crisis Management	Safeguard your business with proactive risk assessments and proven crisis management strategies, ensuring resilience and continuity.
Supply Chain and Procurement	Transform your supply chain into a competitive advantage with expert procurement practices and streamlined logistics that reduce costs and enhance delivery.
Technology Integration	Seamlessly integrate cutting-edge technologies into your operations with expert guidance, enhancing efficiency and competitive advantage.

Our Approach

Our approach is a unique blend of deep functional expertise, cutting-edge innovation, and world-class industry experts. We solve problems and address pain points by drawing on successful strategies across sectors, identifying hidden opportunities, and crafting customized solutions that go beyond traditional business models.
We believe in a collaborative partnership, working side-by-side with your leadership team to:
Uncover new growth avenues: We get deep within our clients’ markets to identify emerging trends and develop compelling growth strategies.
Develop a resilient strategic roadmap: We create a clear and actionable roadmap that can withstand market volatility and position your organization for long-term success.
Empower your organization for the future: We provide strategic guidance, leadership development, and organizational change management to ensure successful execution.
Our commitment to data-driven decision-making ensures that your strategy is grounded in reality. We leverage advanced analytics and market intelligence to identify opportunities, assess risks, and track progress towards your goals.

Technology-Enabled Transformation

In today’s dynamic landscape, technology is no longer just a tool – it’s the very engine of transformation. Successful change initiatives are increasingly tied to the strategic adoption and integration of cutting-edge technologies.

We don’t just recommend technology for technology’s sake. We partner with you to identify the specific technologies that will unlock the greatest value for your business, aligning them with your strategic objectives and operational needs.

Here’s how we leverage technology to drive impactful transformations:

Data-Driven Decision-Making: We harness the power of data analytics and AI/ML to uncover hidden insights, identify areas for improvement, and optimize business processes. By analyzing vast amounts of data, we gain a deeper understanding of your operations, enabling us to make data-driven decisions that deliver measurable results.
Automation & Efficiency: We implement automation solutions to streamline operations, reduce manual effort, and minimize the risk of human error. From robotic process automation (RPA) to AI-powered tools, we identify opportunities to automate repetitive tasks, freeing up your team to focus on higher-value activities.
Digital Transformation: We guide you on your digital transformation journey, helping you leverage cloud computing, mobile technologies, and other digital tools to enhance customer experience, improve agility, and gain a competitive edge.
Software Solutions: We leverage a robust ecosystem of industry-leading software solutions to address specific business challenges. Whether it’s CRM software to improve customer relationships, ERP systems to streamline operations, or supply chain management platforms to enhance logistics, we help you select and implement the right tools for your needs.

We empower our clients’ organizations with the technological capabilities to help them thrive in the digital age. Leveraging technology as a strategic enabler, we can help you achieve greater efficiency, improve decision-making, and unlock new avenues for growth.

Strategy & Operations Featured Case Study

Client

Problem Description

Impact

ROI*

Hilton Hotels

Inefficient operations and a lack of standardized service procedures led to inconsistent guest experiences, rising labor costs, and declining profitability. Without structured training programs and clear operational guidelines, employee performance varied significantly across locations, resulting in service gaps that impacted brand reputation and revenue. To address these challenges, efforts were made to streamline operations, standardize service procedures, and optimize labor costs to enhance guest satisfaction and financial performance.

A Hilton Hotels franchisee faced inconsistent service standards and operational inefficiencies across five properties, impacting guest experiences and profitability. PMG developed a comprehensive program to standardize operations. This involved assessing existing practices, developing standardized manuals and training, and implementing a cross-property staff-sharing model. These initiatives resulted in improved guest satisfaction, reduced staff turnover, and increased profitability.

Key Achievements:

– Implemented standardized operating procedures across all five properties, reducing operational costs by 11%, reducing overtime costs by 22%, and boosting employee productivity by 14%.

– Generated $7.8M in additional profit through a 15% increase in overall profitability via labor cost reductions, efficiency improvements, and enhanced guest experience due to service standardization.

– Developed and executed a cross-property staff-sharing model and enhanced workforce planning with data-driven scheduling, supporting a 33% reduction in low-value personnel spend.

28x

A Multi-Faceted Approach to Success

Imagine an expert team of operations and strategy executives, each with a deep understanding of human behaviour and organizational dynamics across industries. With PMG, our team isn’t limited to a single sector; we’ve assembled a diverse group of experts with a proven track record of success in building world-class enterprises, and have integrated this expertise into our industry-leading consulting method. This unique blend of experience and methodology allow us to:

Think beyond traditional industry boundaries: We see the interconnectedness of business functions and identify opportunities for cross-functional optimization.
Develop truly innovative strategies: By leveraging best practices from diverse industries, we can craft robust and adaptable strategies that deliver sustainable competitive advantage.
Deliver unparalleled operational efficiency: You benefit from the collective wisdom of leaders who have successfully streamlined operations, improved productivity, and drive bottom-line results.

Whether you’re seeking to optimize your supply chain, improve operational efficiency, or drive digital transformation, our team has the knowledge and experience to guide you towards success.

Ready to unlock your organization's full potential?

Let us help you develop and execute a winning strategy that drives sustainable growth and positions your organization for long-term success.

People & Organizations Consulting

Unlocking Human Potential: Transforming Organizations

We believe that thriving organizations are built on a foundation of engaged and empowered employees. We focus on creating exceptional employee experiences that drive business success and building resilient, world-class organizations.

How We Help

Change Communication & Stakeholder Management	Manage change seamlessly with expert strategies that keep stakeholders informed, aligned, and engaged.
Change Measurement & Evaluation	Assess the success of change initiatives with expert evaluation methods that ensure sustainable improvements.
HR Analytics & Data-Driven Decision Making	Make smarter HR decisions with analytics that provide actionable insights into workforce trends and opportunities.
HR Service Delivery Model	Redefine your HR operations with a service delivery model that maximizes efficiency and aligns with organizational objectives.
HRIS Implementation & Integration	Implement and integrate HR technology with expert guidance to streamline administrative processes and enhance functionality.
Leadership Development Programs	Build stronger leaders with tailored development programs designed to inspire, empower, and drive success.
Organizational Structure & Design	Design an agile, effective structure for your organization that drives innovation and aligns with strategic goals.
Performance Management Systems	Optimize employee performance with systems that provide clear goals, feedback, and incentives for success.
Resistance Management & Mitigation	Overcome resistance to change with tailored strategies that build trust and minimize disruptions.
Skills Training & Development	Equip your workforce with the skills needed to thrive with tailored training and professional development programs.
Succession Planning	Secure your company’s future with expert-backed succession planning that identifies and prepares the next generation of leaders.
Talent Analytics & Reporting	Leverage talent analytics to uncover workforce trends and make informed decisions that drive success.
Team Effectiveness	Unlock your team’s potential with strategies that boost collaboration, communication, and performance.
Workforce Planning & Forecasting	Prepare for the future with expert workforce planning and forecasting that align talent supply with business goals.

Our Approach

Our approach is a unique blend of deep human resources expertise and cutting-edge organizational psychology. We draw insights from an array of industries and organizations, find the root cause behind key problems and create high-performing, inclusive, and human-centred workplaces.
We believe in a collaborative partnership, working side-by-side with your team to:
- Uncover employee pain points: We conduct thorough assessments to understand employee needs, motivations, and challenges.
- Design an employee value proposition: We help you create a compelling employee value proposition that attracts, engages, and retains top talent.
- Foster a culture of continuous learning and growth: We develop and implement programs that empower employees to grow and develop their skills.
Our commitment to data-driven decision-making ensures measurable results. We leverage employee engagement surveys, performance data, and other key metrics to track progress and demonstrate the impact of our interventions.

Technology-Enabled Transformation

We all know by now that technology is no longer just a tool; it’s a catalyst for building real potential. Now more than ever, effectively leveraging technology within your organization is crucial for attracting, developing, and retaining top talent.

Here’s how we leaverage technology to empower your team:

Data-Driven Workforce Insights: We utilize data analytics and AI/ML to gain deep insights into your workforce. By analyzing data on employee performance, engagement, and development, we identify areas for improvement and tailor our solutions to address specific needs.
Enhanced Employee Experience: We leverage technology to enhance the employee experience. This includes implementing tools for seamless communication, collaboration, and knowledge sharing, as well as providing employees with access to personalized learning and development resources.
Streamlined HR Processes: We streamline HR processes through automation, reducing administrative burden and freeing up HR professionals to focus on strategic initiatives. This includes automating tasks such as onboarding, payroll, and performance reviews.
Building a Tech-Savvy Workforce: We equip your employees with the digital skills they need to succeed in today’s evolving workplace. This includes providing training on new technologies, fostering a culture of continuous learning, and developing digital literacy programs.

By embracing technology as a strategic enabler of human capital, we help you build a high-performing, engaged, and future-ready workforce. We empower your people to thrive in the digital age, driving innovation, and achieving organizational success.

People & Organizations Featured Case Study

Client

Problem Description

Impact

ROI*

Burger King

A prominent Burger King franchisee operating over 120 locations faced a critical challenge: high employee turnover exceeding the industry average of 37%. This rampant turnover significantly disrupted daily operations, leading to frequent disruptions in service, increased recruitment and training costs, and a decline in customer service quality. The franchisee recognized that this unsustainable situation threatened their long-term profitability and the consistent delivery of the high-quality customer experience that the Burger King brand demands.

To address this critical challenge, PMG implemented a comprehensive strategy focused on improving employee engagement and retention. This involved conducting thorough employee surveys and focus groups to identify the root causes of high turnover, developing and implementing targeted initiatives to enhance employee morale, including improved communication channels, recognition programs, and enhanced training and development opportunities, collaborating with management teams to optimize scheduling and create more flexible work arrangements, implementing performance management systems to provide clear career paths and opportunities for growth, and partnering with local community organizations to recruit and hire qualified talent.

Key Accomplishments:

– Increased employee satisfaction scores by 18%.

– Decreased employee turnover by 30%, achieving an employee turnover rate of 26%.

– Retained $7.1M through reduced turnover costs and increased productivity.

– Improved employee morale and communication within the workforce.

– Enhanced operational continuity and customer service quality.

35x

Unlocking Human Potential

Imagine a team of seasoned HR and organizational development experts, each with a deep understanding of human behaviour and organizational dynamics across industries. At PMG, this is our reality. Our team isn’t confined to a single sector; we’ve assembled a diverse group of experts with a proven track record of success in building high-performing organizations and integrated this into our industry-leading consulting method. This unique blend of experience and methodology allow us to:

Think beyond traditional HR practices: We see people as the heart of every successful organization and focus on creating inclusive, engaging, and industry-leading work teams.
Develop innovative solutions: By leveraging best practices from diverse industries, we can craft tailored solutions that attract, develop, and retain top talent.
Deliver unparalleled organizational effectiveness: You benefit from the collective wisdom of leaders who have successfully built high-performing cultures and fostered employee engagement.

Whether you’re seeking to improve employee engagement, enhance leadership development, or build a more inclusive workplace, our team has the knowledge and experience to guide you towards success.

Ready to unlock your organization's full potential?

Let us help you develop and execute a winning strategy that drives sustainable growth and positions your organization for long-term success.

Mergers & Acquisitions Consulting

Driving Strategic Growth

Successful M&A is about more than just a transaction–it’s an evolving strategic journey for unlocking value and driving long-term growth. We focus on delivering integrated M&A solutions that maximize value, minimize risk, and ensure successful integration. Having supported, structured, directed, and integrated almost 100 transactions valued at more than $200 million, we bring unmatched expertise to your M&A team.

How We Help

Compliance and Risk Assessment	Safeguarding your transactions with comprehensive risk analyses and regulatory compliance expertise to avoid pitfalls and protect your investment.
Divestiture Support	Simplifying the process of selling or spinning off assets with expert guidance that ensures smooth transitions and maximizes returns for your business.
Joint Ventures & Alliances	Structuring high-impact partnerships that amplify value, foster innovation, and deliver mutual growth through clear, expertly crafted agreements.
M&A Capability Building	Empowering your team with best-in-class tools, frameworks, and training to execute successful M&A transactions with confidence and efficiency.
M&A Strategy & Due Diligence	Developing a winning roadmap that aligns with your business objectives, backed by deep-dive analysis to uncover risks, synergies, and growth opportunities in potential deals.
Post-Acquisition Integration	Unlocking the full value of acquisitions by seamlessly merging operations, aligning cultures, and integrating systems with a proven, step-by-step approach.
Separations & IPOs	Navigating the complexities of spin-offs, carve-outs, and IPOs to transform businesses into stand-alone entities that are poised for market success.
Stakeholder Communication	Crafting clear, compelling messages to inspire confidence and transparency among employees, investors, and partners during critical M&A activities.
Transaction Structuring	Designing innovative, tax-efficient, and strategically sound deal frameworks to maximize value while minimizing risks.
Valuation and Negotiations	Driving smart decisions with expert valuations and negotiating strategies that ensure you secure the best terms for every deal.
Valuation Support	We deliver precise, expert-backed financial insights to help you make data-driven decisions at every stage of the M&A process.

Our Approach

Our approach is a unique blend of deep M&A expertise and a data-driven, results-oriented methodology. We leverage our extensive experience across industries, combined with cutting-edge analytical tools and a global network of industry contacts, to deliver exceptional results.

We believe in a collaborative partnership, working closely with our clients throughout the entire M&A lifecycle to:

Understand your strategic objectives: We work with you to define your M&A strategy and identify the right targets that align with your long-term growth goals.
Minimize risk and maximize value: We conduct rigorous due diligence and provide expert guidance to ensure you achieve the best possible outcome.
Drive successful integration: We develop and execute comprehensive integration plans that minimize disruption and maximize the value of the acquisition.

Our commitment to excellence ensures that we deliver measurable results. We track key performance indicators and provide ongoing support to ensure the successful realisation of M&A synergies.

Technology-Enabled Transformation

In today’s hyper-connected world, technology plays a pivotal role in driving successful mergers and acquisitions. At PMG, we understand that leveraging technology effectively is crucial for identifying attractive targets, conducting thorough due diligence, and seamlessly integrating acquired businesses.

Here’s how we leverage technology to enhance M&A success:

Data-Driven Target Identification: We utilize advanced data analytics and AI/ML to identify potential acquisition targets, assess their financial performance, and analyze market trends. This data-driven approach allows us to identify hidden gems and make informed investment decisions.
Enhanced Due Diligence: We employ technology to conduct comprehensive and efficient due diligence. This includes utilizing data room platforms, automated data analysis tools, and cybersecurity assessments to gain a deep understanding of the target company’s operations, financials, and risks.
Seamless Integration: We leverage technology to streamline the post-merger integration process. This includes implementing enterprise resource planning (ERP) systems, customer relationship management (CRM) platforms, and other technologies to facilitate data sharing, improve communication, and ensure a smooth transition.
Synergy Identification & Realization: We use data analytics and AI to identify and quantify potential synergies across the combined entity. This includes identifying opportunities to optimize operations, improve efficiency, and enhance customer experience.

By embracing technology throughout the M&A lifecycle, we can help you navigate the complexities of dealmaking, mitigate risks, and maximize the value of your acquisitions.

Technology-Enabled Transformation

Client

Problem Description

Impact

ROI*

Avolin

Avolin’s acquisition of Agemni presented significant integration challenges. The acquired company possessed a complex product portfolio with two distinct product lines and a legacy system, alongside a convoluted billing structure with three distinct models and numerous custom contract terms. This complexity resulted in a highly fragmented customer base, with over 80% of customers utilizing outdated models or technical products. This fragmentation significantly hindered operational efficiency, increased costs, and ultimately, impacted Avolin’s ability to achieve the desired margin targets, falling 70% short within the first year of ownership. Avolin engaged PMG to address these challenges.

Avolin’s acquisition of Agemni presented significant integration challenges, with a fragmented customer base utilizing outdated models and complex billing structures, resulting in a 70% shortfall in margin targets within the first year. To address these challenges, PMG conducted a comprehensive assessment of Agemni’s product portfolio, customer base, and billing systems. This analysis led to the development of a unified product roadmap, streamlining the product portfolio and phasing out redundant offerings. Concurrently, PMG spearheaded the development and implementation of a new, customer-centric billing platform that consolidated disparate billing models into a single, streamlined system. This integrated approach significantly improved operational efficiency, reduced customer churn by 22%, and increased customer satisfaction by 12%, ultimately enabling Avolin to achieve its desired margin targets and unlock significant revenue growth potential within the acquired business unit.

Key Accomplishments

– Streamlined the Agemni product by identifying and phasing out redundant offerings, reducing engingeering and customer support load and onbarding by 75%.

– Developed and implemented a new, unified billing platform that consolidated disparate billing models into a single, streamlined system.

– Reduced customer churn by 22%, retaining $2.2M annually and increasing CSAT by 16%.

– Achieved significant improvements in operational efficiency, leading to a 14% increase in margin.

20x

Growth Through Successful M&A

Imagine a team of seasoned M&A experts, each with a deep understanding of deal dynamics across industries. Through partnering with PMG, this is our clients’ reality. Our team isn’t confined to a single sector; we’ve assembled a diverse group of experts with a proven track record of success in executing complex M&A transactions. This unique blend of experience and methodology allows us to:

Think beyond traditional deal structures: We see M&A as a strategic lever for growth and identify opportunities beyond traditional acquisitions.
Develop innovative deal strategies: By leveraging best practices from diverse industries, we can craft winning deal strategies that maximize value and minimize risk.
Deliver unparalleled deal execution: You benefit from the collective wisdom of leaders who have successfully navigated the complexities of M&A transactions, from due diligence to integration.

Whether you’re seeking to acquire a new company, divest a non-core asset, or pursue a strategic partnership, our team has the knowledge and experience to guide you towards success.

Ready to unlock the power of M&A?

Let us help you develop and execute a winning strategy that drives sustainable growth and positions your organization for long-term success.

Customer Experience Consulting

Creating Exceptional Customer Experiences

We believe that exceptional customer experiences are the cornerstone of sustainable business success. We focus on creating seamless, personalized, and memorable interactions that build lasting customer loyalty and drive business growth.

How We Help

Agent Training & Continuous Development	Equip your team with the skills and tools needed to deliver exceptional service and continuously improve.
AI and Service Automation	Enhance responsiveness and efficiency with cutting-edge AI and automation solutions tailored to your customer service needs.
Customer Advocacy & Referral Programs	Turn your happiest customers into advocates with referral programs that boost organic growth.
Customer Experience Design	Craft exceptional experiences with innovative design strategies that align with customer needs and drive engagement.
Customer Journey Mapping	Map your customer’s journey with precision to uncover touchpoints and create seamless experiences that boost satisfaction and loyalty.
Customer Lifecycle Management	Strategically managing every stage of the customer journey, from acquisition to retention, to maximize lifetime value and satisfaction.
Customer Persona Development	Build detailed profiles of your ideal customers to personalize interactions and enhance your marketing effectiveness.
Customer Retention Strategies	Increase loyalty and repeat business with proven strategies that keep your customers coming back.
Customer Self-Service Solutions	Empower customers to resolve issues independently with user-friendly self-service tools and resources.
Customer Support Excellence Programs	Establish best-in-class support systems that resolve issues quickly and enhance customer satisfaction.
Data-Driven Insights & Reporting	Make informed decisions with actionable insights derived from expert analysis of customer data and behaviour trends.
Digital Engagement & Experience	Drive engagement with innovative digital strategies, from UX design to mobile optimization, ensuring a captivating online presence.
Omnichannel Communication & Integration	Deliver a consistent experience across all platforms with expert integration of physical, digital, and social communication channels.
Predictive Analytics	Anticipate customer needs and preferences with predictive analytics, allowing you to stay ahead in a competitive market.
Sales & Channel Management	Optimizing sales processes, partnerships, and distribution channels to boost efficiency, market reach, and revenue generation.
Strategy and Design	Crafting seamless and enjoyable interactions across all customer touchpoints, ensuring satisfaction and fostering long-term loyalty.

Our Approach

Our approach is a unique blend of deep customer experience expertise and human-centred design principles. We draw insights from a vast array of successful customer experiences across industries, identifying best practices and innovative solutions that deliver exceptional results.

We believe in a collaborative partnership, working side-by-side with your team to:

Uncover customer pain points: We conduct in-depth research to understand customer needs, frustrations, and expectations.
Design customer-centric solutions: We develop innovative solutions that address customer needs and create seamless, enjoyable experiences.
Measure and optimize performance: We track key metrics, such as customer satisfaction, loyalty, and Net Promoter Score (NPS), to measure the impact of our interventions and continually improve the customer experience.

Our commitment to data-driven decision-making ensures measurable results. We leverage customer data, market research, and industry best practices to inform our recommendations and drive continuous improvement.

Technology-Enabled Transformation

In today’s digital world, technology plays a critical role in shaping the customer experience. We leverage cutting-edge technologies to:

Personalize customer interactions: Utilize AI and machine learning to personalize experiences based on individual customer preferences and behaviours.
Enable seamless omnichannel experiences: Integrate various channels, such as web, mobile, social media, and in-store, to create a seamless and consistent customer journey.
Gather and analyze customer data: Leverage data analytics to gain valuable insights into customer behaviour and preferences.
Automate customer service: Implement chatbots and other AI-powered solutions to improve customer service efficiency and provide 24/7 support.

By embracing technology and leveraging data-driven insights, we help you create exceptional customer experiences that build lasting relationships and drive business growth.

Case Studies and Insights

Client

Problem Description

Impact

ROI*

Trilogy Software

Trilogy Software, a leading technology company, faced significant challenges in its customer support operations, including high costs, poor SLA compliance, and low customer satisfaction. Support costs exceeded $32 million annually, SLA compliance was at 62%, and customer satisfaction (CSAT) was 74%, with a retention rate of 76%. Additionally, disparate processes across Business Units led to inefficiencies and inconsistencies.

Porter’s Management Group performed a comprehensive analysis of existing operations, designed a multi-stage solution and implementation plan, and oversaw the implementation of the plan across Trilogy systems. To improve SLA compliance, PMG evaluated current metrics, identified process inadequacies, procedural failures, and knowledge gaps, and enhanced response times with new customer deflection, queuing, and training strategies. To improve customer satisfaction, we will analyze feedback, create new best practices leveraging solutions from across industries, and introduce QA and escalations programs.

PMG was a pivotal player in the emergence of Trilogy through this time of change, helping create a new centralized business unit, address customer experience challenges, save millions in support costs, and bring tens of millions worth of contract renewals that would have been lost otherwise.

PMG partnered with Trilogy Software to revolutionize their customer support operations, implementing strategic initiatives aimed at enhancing efficiency and customer satisfaction. PMG spearheaded the restructuring of Trilogy’s customer support department, introducing centralized business units to streamline operations and leverage PMG’s expertise in Business Process Outsourcing (BPO) solutions. PMG’s comprehensive approach not only optimized Trilogy’s support operations but also positioned them for sustained growth and enhanced customer engagement in their competitive landscape.

Key achievements include:

– Increased Customer Satisfaction (CSAT) by 16%.

– Reduced Support Costs by $8.4* million.

– Achieved 97% SLA compliance and reduced ticket latency to 15 minutes on average.

– Increased Customer Retention to 88%, resulting in $34.3* million retained Annual Recurring Revenue (ARR).

PMG’s comprehensive approach not only optimized Trilogy’s support operations but also positioned them for sustained growth and enhanced customer engagement in their competitive landscape.

77x

Creating Exceptional Customer Journeys

Imagine a world where every customer interaction is seamless, personalized, and memorable. This is what we make it happen. Our team isn’t confined to a single industry; we’ve assembled a diverse group of experts with a proven track record of success in creating exceptional customer experiences across sectors. This unique blend of experience and expertise allows us to:

Think beyond traditional channels: We see the customer experience as a holistic journey, encompassing every touchpoint across all channels.
Develop innovative solutions: By leveraging best practices from diverse industries, we can craft unique and engaging experiences that delight your customers.
Deliver unparalleled customer-centricity: You benefit from the collective wisdom of leaders who have successfully built loyal customer bases and driven brand advocacy.

Whether you’re seeking to improve customer satisfaction, increase loyalty, or enhance your brand reputation, our team has the knowledge and experience to guide you towards success.

Looking to build world-class customer experiences?

Let us help you develop and execute a winning customer experience strategy that drives business growth and creates lasting customer loyalty.

Branding & Marketing Consulting

Crafting Compelling Brands

We believe that strong brands are built on a foundation of authentic connections and compelling narratives. We focus on creating integrated marketing strategies that resonate with target audiences and drive business growth.

How We Help

Brand Building	The process of creating and strengthening a unique identity and reputation for your business, ensuring consistent and memorable messaging to target audiences.
Brand Loyalty and Advocacy	Fostering strong relationships with customers to encourage repeat business and advocacy, turning them into passionate promoters of your brand.
Consumer & Shopper Insights	Understanding customer behaviours, preferences, and motivations to inform strategy and create impactful experiences that drive engagement and sales.
Content Creation and Management	Developing and managing engaging, high-quality content that aligns with brand goals and resonates with target audiences.
Content Marketing & Storytelling	Tell your brand’s story with compelling content strategies that connect with audiences and build lasting relationships.
Customer Acquisition Strategies	Designing and implementing plans to attract new customers and expand market share through targeted campaigns and initiatives.
Digital Marketing	Leveraging online platforms such as social media, email, and search engines to reach and engage target audiences, drive traffic, and generate leads.
Insights & Analytics	Gathering, interpreting, and applying data to guide decision-making, optimize campaigns, and uncover opportunities for business growth.
Market Positioning and Go-to-Market Strategy	Defining a brand’s unique value in the marketplace and designing effective strategies for product or service launches.
Marketing Analytics	Using data to evaluate the effectiveness of marketing efforts, identify trends, and make informed decisions to optimize performance.
Marketing Return on Investment	Measuring the financial impact of marketing activities by comparing the revenue generated to the resources invested.
Organization & Capabilities	Building internal structures and skills to execute marketing, sales, and branding strategies effectively and adapt to market changes.
Pricing and Enablement	Establishing competitive pricing strategies and equipping teams with the tools and knowledge to maximize revenue and profitability.

Our Approach

Our approach is a unique blend of deep marketing expertise and creative innovation. We draw insights from a vast array of successful brands across industries, identifying best practices and emerging trends that can be applied to your specific business.
We believe in a collaborative partnership, working side-by-side with your team to:
- Uncover brand truths: We conduct in-depth research to understand your brand’s unique strengths, weaknesses, and opportunities.
- Develop a compelling brand narrative: We craft a compelling brand story that resonates with your target audience and differentiates you from the competition.
- Create integrated marketing campaigns: We develop and execute integrated marketing campaigns that deliver a consistent and impactful brand experience across all channels.
Our commitment to data-driven decision-making ensures measurable results. We track key metrics, such as website traffic, social media engagement, and conversion rates, to measure campaign performance and identify areas for improvement.

Technology-Enabled Transformation

In today’s digital age, technology is no longer just a tool; it’s an integral part of every successful marketing strategy. Now more than ever, effectively leveraging technology within your marketing efforts is crucial for reaching your target audience and driving business growth.

Here’s how we leverage technology to empower your brand:

Data-Driven Marketing: We leverage data analytics and AI/ML to gain deep insights into customer behaviour and personalize the customer experience.
Automated Marketing: We automate marketing tasks, such as email campaigns and social media posting, to increase efficiency and improve ROI.
Programmatic Advertising: We utilize programmatic advertising platforms to reach the right audience at the right time with the right message.
AI-Powered Content Creation: We utilize AI-powered tools to assist in content creation, such as generating creative copy, optimizing images, and identifying relevant keywords.

By embracing technology as a strategic enabler of marketing success, we help you build a strong, resilient, and future-proof brand.

Branding & Marketing Featured Case Study

Client

Problem Description

Impact

ROI*

Nova Scotia Community College

Nova Scotia Community College, a vital institution within the province, faced challenges in attracting and retaining students across its diverse program offerings. In an increasingly competitive higher education landscape, the college needed to enhance its recruitment efforts, optimize its program offerings to meet evolving market demands and provide a compelling student experience. To address these challenges, Nova Scotia Community College engaged PMG to develop and implement a comprehensive strategy that would not only improve student recruitment and enrollment but also enhance program development, optimize student support services, and ultimately position the college as a leader in providing high-quality, in-demand education and training programs.

To address the challenge of attracting and retaining students in an increasingly competitive higher education landscape, PMG partnered with Nova Scotia Community College to develop and implement a comprehensive strategy to enhance student recruitment and program development. This involved conducting thorough market research to identify emerging trends and student needs, developing targeted recruitment campaigns to reach potential students more effectively, and optimizing program offerings to align with evolving industry demands. Furthermore, PMG assisted in enhancing student support services, such as academic advising and career counselling, to improve student success and retention rates. These efforts have resulted in increased student enrollment, improved student satisfaction, and positioned Nova Scotia Community College as a leader in providing high-quality, in-demand education and training programs that meet the needs of the 21st-century workforce.

Key Accomplishments

– Increased student enrollment across key programs and increased student NPS rates based on feedback surveys by 17%.

– Enhanced program offerings to align with evolving industry demands.

– Strengthened student support services, including academic advising and career counselling and added more than 400 hours of student support services annually on the same budget.

24x

Crafting Compelling Brands

Imagine a team of seasoned marketing and branding experts, each with a deep understanding of consumer behaviour and brand building across industries. At PMG, this isn’t just a dream—it’s our reality. Our team isn’t confined to a single sector; we’ve assembled a diverse group of experts with a proven track record of success in creating and building iconic brands. This unique blend of experience allows us to:

Think beyond traditional marketing channels: We see brand building as a holistic and integrated process, encompassing all aspects of the customer journey.
Develop innovative marketing strategies: By leveraging best practices from diverse industries, we can craft compelling brand stories and create impactful marketing campaigns.
Deliver unparalleled brand value: You benefit from the collective wisdom of leaders who have successfully built and maintained strong brands in competitive markets.

Whether you’re seeking to enhance brand awareness, increase market share, or launch a new product, our team has the knowledge and experience to guide you towards success.

Ready to elevate your brand?

Let us help you develop and execute a winning marketing strategy that drives business growth and positions your brand for long-term success.

BPO & Fractional Talent Consulting

Unlocking Operational Excellence with Flexible Expertise

We believe that access to top talent should be seamless and scalable. Our BPO and Fractional Talent solutions provide you with on-demand access to the top 1% of global talent and specialized expertise, allowing you to quickly scale your team and achieve your business objectives.

How We Help

Administrative Support	Access reliable and efficient administrative support to handle scheduling, data entry, and other tasks, letting you focus on strategic priorities.
Board Services	Enhance governance and strategy with expert-led board services tailored to strengthen your organizational leadership.
BPO Playbook and Architecture Development	Create a custom BPO strategy and framework with expert guidance to ensure seamless execution and measurable results.
CEO Excellence	Elevate your leadership impact with coaching and strategic insights designed to help CEOs navigate complex challenges and drive success.
DFY Customer Support Solutions	Deliver world-class customer service with scalable support solutions, including call centers, live chat, and ticket management systems.
Executive Immersions	Bridge leadership gaps with experienced executives who provide temporary support and drive strategic results.
Finance and Accounting Services	Streamline your financial operations with expert bookkeeping, compliance, and reporting services designed to enhance fiscal accuracy and efficiency.
HR Outsourcing	Simplify your HR operations with outsourced solutions for recruitment, onboarding, compliance, and more, tailored to your needs.
IT and Helpdesk Management	Ensure your technology runs smoothly with expert IT and helpdesk solutions, keeping your business connected and secure.
Project Management Services	Leverage experienced project managers to execute your initiatives on time, within scope, and with measurable success.
Sales Support	Empower your sales team with expert assistance in lead generation, CRM management, and administrative tasks that drive results.
Specialized Expertise	Access niche experts with proven industry experience to tackle unique challenges and achieve your objectives.

Our Approach

Our approach is a unique blend of deep industry expertise and flexible engagement models. We draw insights from a vast array of successful organizations and tailor our solutions to meet your specific needs and budget.
We believe in a collaborative partnership, working closely with you to:
- Understand your unique requirements: We conduct a thorough assessment of your business needs and identify the optimal engagement model.
- Build high-performing teams: We carefully select and onboard top talent, ensuring they possess the skills and experience to deliver exceptional results.
- Ensure seamless integration: We facilitate smooth integration into your existing team and provide ongoing support to ensure project success.
Our commitment to client satisfaction ensures that you receive the highest quality service and achieve your business objectives. We leverage our deep industry knowledge and a robust quality assurance framework to deliver exceptional results consistently.

Technology-Enabled Transformation

In today’s dynamic business environment, technology plays a critical role in enabling efficient and effective BPO and fractional talent solutions. We leverage technology to:

Streamline communication and collaboration: We utilize project management tools and communication platforms to facilitate seamless collaboration between your team and our experts.
Enhance data-driven decision-making: We leverage data analytics to track progress, measure performance, and identify areas for improvement.
Provide remote access to talent: We leverage technology to connect you with top talent from around the world, expanding your talent pool and enhancing your flexibility.
Automate routine tasks: We leverage automation technologies to streamline administrative tasks, improve efficiency, and free up your team to focus on strategic initiatives.

By embracing technology, we ensure that our BPO and fractional talent solutions are agile, efficient, and deliver maximum value.

Scaling Your Team with Confidence

Imagine a team of highly skilled professionals, each a specialist in their respective field, ready to augment your capabilities on-demand. At PMG, this isn’t just a dream – it’s our reality. We offer a diverse pool of fractional experts and BPO services, providing you with access to top-tier talent when and where you need it.

This unique blend of expertise and flexibility allows us to:

Think beyond traditional staffing models: We offer customized solutions that meet your specific needs and budget, from short-term projects to ongoing support.
Develop innovative workforce solutions: By leveraging our network of experts, we can quickly scale your team and address your most pressing challenges.
Deliver unparalleled operational efficiency: You benefit from access to specialized expertise without the overhead of full-time hiring.

Whether you need to fill a critical skills gap, manage a specific project, or improve operational efficiency, our team has the knowledge and experience to guide you towards success.

Ready to scale your team with confidence?

Let us help you unlock the power of our BPO and Fractional Talent solutions and achieve your business objectives.

Ready to See Our Expertise in Action?

Understanding the scope of our capabilities is just the first step. The critical next question is: How does PMG partner with our clients to translate this expertise into tangible, measurable success tailored specifically for your unique situation?”

Learn exactly how we structure our engagements—from Bespoke Consulting and Rapid Strategies to unique models like Business Done For You—to ensure the right expertise is delivered in a way that best fits your goals, timeline, and investment criteria.

Out-of-the-Box Solutions

Pre-made, templated offerings designed to address common industry challenges.

Simple. Affordable. Self-Directed.

Bespoke Solutions

Tailored to your needs, our Bespoke services offer custom solutions, managed hands-on by our expert team.

Custom. Flexible. Fully Supported.

Hybrid Solutions

Between these two extremes lies a sliding scale that balances support from us with your own desire for involvement. This continuum allows you to find the perfect balance between tailored solutions and ready-made offerings, ensuring that you receive the level of customization and support that best suits your business needs. Answer two questions below to see which service offerings might be right for you!

Unsure which solution fits your business? Our Solutions Assessment Tool helps you pinpoint the perfect strategy for your unique challenges. Try it now to find your ideal path forward.

Ready to Elevate Your Business?
Book a Free Strategy Session Now!

Your Vision, Our Expertise

Tailored Solutions to Unlock Your Potential

Our Services

Strategy & Operations Consulting

Navigating Complexity: A PMG Advantage

How We Help

Our Approach

Technology-Enabled Transformation

Strategy & Operations Featured Case Study

A Multi-Faceted Approach to Success

Ready to unlock your organization's full potential?

People & Organizations Consulting

Unlocking Human Potential: Transforming Organizations

How We Help

Our Approach

Technology-Enabled Transformation

People & Organizations Featured Case Study

Unlocking Human Potential

Ready to unlock your organization's full potential?

Mergers & Acquisitions Consulting

Driving Strategic Growth

How We Help

Our Approach

Technology-Enabled Transformation

Technology-Enabled Transformation

Growth Through Successful M&A

Ready to unlock the power of M&A?

Customer Experience Consulting

Creating Exceptional Customer Experiences

How We Help

Our Approach

Technology-Enabled Transformation

Case Studies and Insights

Creating Exceptional Customer Journeys

Looking to build world-class customer experiences?

Branding & Marketing Consulting

Crafting Compelling Brands

How We Help

Our Approach

Technology-Enabled Transformation

Branding & Marketing Featured Case Study

Crafting Compelling Brands

Ready to elevate your brand?

BPO & Fractional Talent Consulting

Unlocking Operational Excellence with Flexible Expertise

How We Help

Our Approach

Technology-Enabled Transformation

Scaling Your Team with Confidence

Ready to scale your team with confidence?

Ready to See Our Expertise in Action?

Out-of-the-Box Solutions

Bespoke Solutions

Hybrid Solutions

Ready to Elevate Your Business? Book a Free Strategy Session Now!

Ready to Elevate Your Business?
Book a Free Strategy Session Now!