We have highlighted below just some of our clients that we have served, including users, providers and investors.
Users – Global 500, mid-sized companies and government agencies
Global 500 Services Company
As the global leader in their industry, this corporation operated an extensive network of customer care centers throughout North America that were integral to the services provided to their residential and commercial customers. Lookout Advisors successfully delivered a number of critical projects for this client’s customer care and IT organizations. Lookout Advisors delivered a comprehensive customer contact strategy and 3-year roadmap for large-scale organizational, operations and technology improvements. Lookout Advisors subsequently led and assisted with specific roadmap initiatives. Additionally, Lookout Advisors supported the CIO in developing a business case and program managing this client’s $20 Million+ transformation of their corporate voice network infrastructure to VoIP and next generation technologies. Lookout Advisors subsequently assisted with the planning to bifurcate customer care operations and infrastructure as this global company split into 2 separate entities.
As the #1 faucet brand in North America, residential and commercial customers have come to rely on Moen to deliver dependable products and services for the kitchen and bath. Lookout Advisors developed a strategic plan and roadmap to drive large-scale improvements in the sales lead generation for the inside and field sales organization of Moen’s largest business unit. In assisting Moen in executing this strategic plan, Lookout Advisors facilitated the rollout of process improvements, advanced data analytics, sales CRM capabilities and other strategic capabilities to improve Moen’s ability to penetrate existing and new markets.
Wedgewood Pharmacy is one of the largest compounding pharmacies in the United States, serving more than 25,000 prescribers of compounded medications in both the human health and veterinary markets. Lookout Advisors conducted a “healthcheck” assessment of Wedgewood’s contact center and customer experience environment, as well as created a strategic, operational and technology roadmap for transformation of Wedgewood’s contact center. Execution of this roadmap has enabled Wedgewood to significantly improve the capacity and effectiveness of its contact center, which serves as Wedgewood’s primary channel for revenue and customer care.
The U.S. Department of Homeland Security (DHS) has a vital mission to ensure a homeland that is safe, secure and resilient against terrorism, natural disasters and other hazards. Lookout Advisors worked with a large agency and prime contractor of DHS to transform the technology infrastructure, self service applications and multi channel solutions used by a network of contact centers supporting an expanding mission of DHS. Lookout Advisors supported the agency to identify requirements, develop a request for proposal and evaluate vendor responses for the transformed technology environment.
Providers and Investors – Large and mid-sized Business Process Outsourcing (BPO) firms, CRM technology providers and investors in these firms
NOVO 1 was a premium provider of tailored contact center outsourcing services supporting the healthcare, logistics, retail and other industries with game-changing technology and industry best-practices. Lookout Advisors assisted NOVO 1’s new investors and CEO in developing a comprehensive go-to-market strategy to pursue strategic new vertical markets and services. Lookout Advisors also assisted NOVO 1’s leadership team in developing and improving financial modeling and vertical market sales planning processes that leveraged industry best practices. NOVO 1 has subsequently been integrated by its investors into Dialog Direct.
Kidd & Company is a principal investment firm with a model based on an intensive research process in order to design businesses that transform their industry segments. Kidd & Company has transformed iPacesetters, one of its investments, from a one-site call center outsourcer into a global, multi-site, solutions-oriented contact center and customer marketing solutions company. Prior to acquiring ARGI, a provider of advanced audience development, lead generation and marketing technologies, and integrating ARGI with iPacesetters, Kidd & Company engaged Lookout Advisors to provide due diligence services to assess the product and technology capabilities of ARGI’s CRM-related software solutions.
International BPO Firm
As an international leader in providing BPO services in Europe and North America in a primary vertical market, this firm and their private equity investors sought to continue to diversify into additional geographies and vertical markets. Lookout Advisors led a strategic planning effort to identify target acquisitions to complement and strengthen this firm’s core offerings. Additionally, Lookout Advisors facilitated the search, qualification, introduction and initial due diligence of a number of specific acquisition opportunities.