Our Work

Client A

Nationwide Property Preservation Organization

ALG partnered with a nationwide property preservation organization that had grown tremendously in a very short period of time. They were purchased by an investment group and brought in our leadership to help in the transformation. We initially discovered that, due to a toxic culture, the organization simply couldn’t hold on to employees. This constant churn resulted in a 6-month backlog in work order processing and, therefore, a 6-month backlog in billing and collections.

ALG quickly discovered the cause of the toxicity and worked with stakeholders to change the culture, resulting in an almost 90% increase in employee retention. ALG also analyzed the 6-month backlog in work orders and created a system to assign a priority / complexity value to work orders. Those then received a point value. Each processor was assigned a point value each day and they were then held accountable in a real time reporting matrix. Awards were given for quality and quantify completions and the competition was fierce. This resulted in a complete elimination of the 6-month backlog. Process improvement and performance metric execution resulted in 25% increased productivity with the same head count, 90% increase in employee retention, 10% improvement in client scorecards and 5% increased revenues. ALG was asked to accomplish these improvements within 12 months and was able to do so within only 3 short months.

Client B

Nationwide Medical Software Organization

ALG partnered with a nationwide medical software organization that had grown tremendously but simply couldn’t keep up with demand. We analyzed their evolution and realized their two main problems were poor local leadership and a sales team that was selling unrealistic deliverables to prospects.

We retained the entire leadership team as well as their sales team. We provided the tools, training, expectations and accountability needed to build a sustainable and responsible growth strategy. Leaders were able to lead in a more effective and supportive way, which empowered and energized the front line workers. The sales team partnered with the engineering team to better understand the reality of what their products were and to establish more realistic delivery dates. Although this initially slowed the sales efforts down, they quickly ramped back up and, as a result, produced happier clients who received what they were promised in the sales process. Not all growth is sustainable and we helped Client B revamp their entire sales process to ensure their growth resulted in long term value to the clients and their organization.

Client C

Global Staffing Agency

ALG partnered with a global staffing agency that he doubled in size during the pandemic. Because businesses weren’t able to staff during the pandemic and, as a result of the labor market post-pandemic, this organization had explosive growth. Unfortunately, they didn’t change anything else about their structure or processes and were losing clients, and employees, just as fast as they could bring them on board.

Because of the sensitive nature of their organization, ALG embedded a senior-level VP into the organization as one of their own to avoid raised suspicions by other stakeholders. Sometimes the word “consultant” scares existing team members. ALG team members were able to quickly uncover the root causes of their poor client and employee retention. We worked with Client C to create KPIs which clients cared about and then establish operating procedures and accountability tools for their field operators to use in order to “right the ship”.

Because of the lack of SOPs, field operators changed from strategic, client-facing leaders to firefighters. They spend all their time responding to client complaints, 24/7 and not focusing on the strategic measurables which really drove the success of the organization. We created tools to un-handcuff these leaders from their desks, putting out fires, and got them back in front of their clients, developing client relationships. Using ERI data and other proof sources, we were able to convince existing clients to pay higher wages to the front-line employees, which improved the quality of employees as well as retention. Because the existing client satisfaction levels improved, we were able to use them as references for new prospects, which eventually led to improved sales activity as well.

When you’re in a firefight it’s not always easy to step back and understand how to prevent the fire from starting. That’s where we bring value. By stepping back, analyzing the situation from a unique perspective, and then offering proven solutions for success.