Past Results
Success stories from the TidePoint playbook.
Global Contact Center Assessment and Rebuild
- Contact Center Assessment
- Contact Center Rebuild
- Contact Center Technology Assessment
Apollo Global Management acquired a global travel company with 18 travel brands, including guided tours, luxury cruise lines, and adventure tours.
The client faced significant operational inefficiencies due to siloed brands and legacy contact center operations. The TidePoint team conducted a thorough contact center assessment to identify the root causes and create a get-well plan to streamline operations, lower cost per acquisition, reduce staff turnover, increase cross-sell/up-sell, and reduce expenses.
A full technology review was conducted to install AI solutions that increase efficiency and lower staff costs while increasing customer service metrics.
Turnaround and GTM Rebuild
- Turnaround
- GTM Rebuild
- Interim CEO
- Interim CRO
StrongArm Technologies, the market leader in wearable safety technology that identifies risks and prevents injuries in the workplace, was acquired by Stage Fund II. StrongArm had received significant venture capital funding prior to acquisition, and the mantra of achieving growth at any cost threatened the future viability of the company as it matured.
TidePoint was hired as an Operating Partner for the fund to execute a full company turnaround, transitioning from the venture capital-funded playbook to a sustainable company on a trajectory toward monthly profitability.
Executive leadership was changed, a 100-day turnaround playbook was implemented, and a complete assessment and rebuilding of the go-to-market (GTM) and sales engine were performed. Changes were made to the executive team, and the sales team was refocused to a major account-based selling strategy. Leads were expanded, lead costs were reduced, and deal closing times were shortened. The company is now on a trajectory towards near-term profitability.
Turnaround and M&A Roll-Up
- Turnaround
- M&A Roll-Up
- Interim CEO
Brightloom was a venture funded rocketship that ran out of fuel before reaching escape velocity. Having raised $72M over six rounds of funding, Brightloom never acheived product market fit and was in need of repositioning. Stage Fund III acquired Brightloom with the goal of saving the unique point of sale marketing solution Brightloom offered to major restaurant chains and small businesses that was developed by former Starbucks executives.
TidePoint was hired as the Operating Partner of the fund and Interim CEO of Brightloom. A 100 day plan was executed to stabilize a company that was hemorrhaging cash and lacking strategy. Executive leadership was changed, the product was repositioned, and an acquisition roll-up strategy was executed, resulting in two complementary business units being acquired.
GTM Rebuild
- GTM Rebuild
- New Product Development
- CRM Overhaul
Hines, a global real estate investment and management firm, sought to reposition several flagship properties post pandemic to create a new real estate product type coined “flex space” between a traditional lease and a co-working facility.
The TidePoint teamed with Mach49 to thoroughly review Product Market Fit, execute product testing, and develop new prototypes. Additionally, a complete GTM rebuild was warranted, beginning with a new ad channel testing plan and installation of a new lead-gen agency. The CRM system, sales scripts and proposal system was overhauled resulting in lower cost per acquisition and higher conversion rates. The new prototype was launched in Mexico City.
Corporate Venture Studio
- Corporate Venture Capital
- Innovation
- Venture Competitions
TONOMUS, formerly known as the Tech and Digital division of NEOM in Saudi Arabia, desired to build an investment ecosystem to power the Vision 2030 project of NEOM.
The TidePoint teamed with Mach49 to fulfill several components of the overall plan to build a Corporate Venture Studio, an Entrepreneur training institute, and run the execution of four global venture competitions attracting both founders and investors to the ecosystem.
Global Contact Center Assessment and Rebuild
- Contact Center Assessment
- Contact Center Relocation
- Contact Center Technology Assessment
Avoya Travel operates a travel lead generation, marketing engine and SaaS CRM travel solution for the cruise industry.
The client faced operational inefficiencies from legacy offshore contact center operations and increasing costs for U.S. based contact centers. The TidePoint team conducted a thorough contact center assessment, process assessment and created a get-well plan to streamline operations, lower cost per acquisition, reduce staff turnover, increase cross-sell/up-sell and reduce expenses.
Aligning Corporate Development and Innovation
- M&A Strategy
- Value Creation
- Board Leadership
American Family Insurance (Forbes #243) operated the Tenney110 Corporate Innovation Studio.
TidePoint was hired as a board advisor to the Innovation Studio and helped to install a forward-looking ecosystem strategy map, aligning the targeting strategy of the Corporate Development team with the Innovation “Build Studio” in the Fintech, Proptech, and Insuretech verticals.
TidePoint also advised on evaluating potential acquisitions and assisted with spin-offs and dispositions.
Stabilization and Divestiture
- Interim CEO
- M&A
- Stabilization
HomeBay operated an AI automation engine that lowered the cost of real estate transactions. The downturn of home sales during the pandemic severely impacted this company, post crisis.
TidePoint was hired as the interim CEO of HomeBay with the goal of stopping it from going under long enough to explore strategic alternatives. The company was stabilized and then sold.
- GTM Rebuild
- Interim COO
- Interim CRO
GTM Rebuild & Contact Center Overhaul
CIENCE is a B2B lead generation company that combines software and managed services to help businesses scale their sales efforts. They focus on outbound marketing, research-based lead generation, and appointment setting, utilizing both human intelligence and technology to drive results.
The TidePoint team joined CIENCE as Interim COO & CRO, seeking to rebuild the speed, scale and success rate of customer acquisition.
A get-well plan was executed to increase speed to lead, reduce churn, streamline operations, lower cost per acquisition, reduce staff turnover, and increase customer satisfaction.
A detailed analysis and results from this project can be found here.
International Contact Center Relocation
- Contact Center Assessment
- Contact Center Offshore Relocation
College Hunks Hauling and Moving is a national franchisor of moving and junk removal businesses. Facing increasing competition they sought to improve their customer acquisition metrics while also lowering cost per call for their franchisees.
The TidePoint team conducted a thorough contact center assessment and created a get-well plan to streamline operations, lower cost per acquisition, reduce staff turnover, increase cross-sell/up-sell, and reduce expenses.
Additionally, TidePoint conducted a full review of near-shore and off-shore call center relocation options, which resulted in negotiating on behalf of the client to spin up a new contact center in Jamaica to support their expansion.