Industry: Private Equity, Software, SaaS

Number of Locations: Remote

Revenue: $1.2B

Geographic Scope: Global

Challenge

Trilogy Software faced high support costs of $32M annually, low SLA compliance at 62%, and customer satisfaction at 74%. These issues were compounded by disparate processes across various business units, causing inefficiencies and inconsistencies.

Solution

Over a 2-year project, PMG provided Management Placement and Customer Experience Management services, restructuring customer support operations and centralizing business units.

Results

• Increased Customer Satisfaction (CSAT) by 16%
• Reduced Support Costs by $8.4M
• Achieved 97% SLA compliance and reduced ticket latency to 15 minutes
• Increased Customer Retention to 88%, retaining $34.3M ARR
• Returned Value: $42.7M
• ROI: 77x

Industry: Software, SaaS

Number of Locations: Remote

Revenue: $260M

Geographic Scope: Global

Challenge

IgniteTech aimed to streamline the customer journey by reducing dependency on non-customer facing support teams, minimizing organizational complexities, and enhancing customer experience. They needed to consolidate and simplify operations to improve efficiency across customer touchpoints.

Solution

Over a 1-year project, PMG provided Management Placement and Customer Experience Management services, optimizing internal workflows and refining communication channels.

Results

• Negotiated infrastructure service and engineering agreements, saving up to $90,000/month per product.
• Improved time-to-resolution for internal tickets by up to 60% through automation.
• Enhanced customer journey, fostering a unified customer experience.
• Returned Value: $10.3M
• ROI: 41x

Industry: QSR, Restaurant

Number of Locations: 120

Revenue: $462M

Geographic Scope: Eastern USA

Challenge

A Burger King franchisee faced a 37% annual staff turnover, above the industry average. This high turnover disrupted operations, increased recruitment and training costs, and harmed productivity and customer service.

Solution

Over a 6-month project, PMG provided Strategic Planning, Human Capital Management, and Operating Management services.

Results

• Increased employee satisfaction by 18%
• Reduced turnover by 30%, achieving a 26% rate
• Retained $7.1M from lower turnover costs and increased productivity
• Returned Value: $7.1M
• ROI: 35x

Industry: QSR, Restaurant

Number of Locations: 22

Revenue: $59.4M

Geographic Scope: Ontario

Challenge

A group of A&W restaurants faced high employee turnover, inconsistent operations, low profitability, and seasonal demand fluctuations. These challenges led to vacant leadership positions, increased recruitment and training costs, and variable service quality, complicating efforts to maintain uniform standards and achieve consistent profitability.

Solution

Over a 1.5-year project, PMG provided Management Placement, People & Organizations, and Operations Management services. PMG implemented a comprehensive management training system, introduced partnerships to stabilize customer demand, and created a Learning Management System (LMS) for training with weekly reporting systems.

Results

• Achieved a 100% year-over-year reduction in management downtime
• Lowered employee turnover by 23%, saving $1.25M annually
• Reduced labor costs by $2.35M annually
• Established a robust weekly reporting cadence
• Returned Value: $5.7M
• ROI: 20x

Industry: Software, SaaS

Revenue: $389.1M

Geographic Scope: Montreal

Challenge

McGill University enlisted Porter's Management Group to overhaul administrative efficiency and service quality, aiming to modernize operations and enhance support experiences for students. The project focused on streamlining bureaucratic processes, optimizing resource allocation, and improving administrative workflows.

Solution

Over a 6-month project, PMG provided Strategic Planning and Operations Management services, conducting thorough assessments and collaborating closely with university stakeholders.

Results

• Reduced cost per program hour by 30%
• Added $5.3 million worth of new service hours at no additional cost
• Returned Value: $5.3M
• ROI: 45x

Industry: Government

Revenue: $2.7B

Geographic Scope: Nova Scotia

Challenge

The Government of Nova Scotia aimed to analyze its market competitiveness within the post-secondary education sector, focusing on the influence of degrees on hireability. They sought ways to increase the global market competitiveness of Nova Scotia institutions.

Solution

Over a 6-month project, PMG provided Market Research services, assessing the real-world impact of degrees offered by Nova Scotia institutions among business leaders across Canada.

Results

• Collected over 1,000 high-quality data points from credible sources across industries
• Developed and piloted a supplementary program for recent graduates, enhancing employability during the first year in the workforce
• Created a targeted late-phase education plan to optimize educational offerings
• Returned Value: N/A
• ROI: Not a financial project

Industry: Private Equity

Number of Locations: 30

Revenue: $61.1M

Geographic Scope: New York

Challenge

A private equity group acquired a portfolio of restaurants and retail establishments in New York City as part of a commercial real estate deal. The primary challenge was to ensure these businesses remained profitable without the PE group's active involvement. Each unit required highly customized operational strategies to address their unique needs and market conditions.

Solution

Over a 4-year project, PMG provided Management Placement, Multi-Unit Management, People & Organizations, and Whitelabel Management services. PMG took on the complete operational management, eliminating the need for direct involvement from the PE group. PMG implemented tailored strategies, optimized operational practices, and introduced a ghost-kitchen licensing model.

Results

• Produced a ROI 2.6 times higher than direct commercial real estate investments
• Generated $9.57M in new yearly profit
• Implemented a ghost-kitchen licensing model, increasing unit utilization by 12%
• Returned Value: $38.3M
• ROI: 43x