Challenge:

A large consumer wireless company needed to purchase and integrate six wholly-owned subsidiaries within an 18-month timeframe.

Whitaker & Company Solutions:

  1. Created a sustainable, repeatable integration model, timetable, and IMO (Integration Management Office) reporting to the company C-suite level.
  2. Conducted due diligence that escalated integration hot spots so they could be triaged and resolved early.
  3. Created clearly defined integration leadership and decision-making processes.
  4. Designed and implemented a well thought out and comprehensive communications strategy. (Remember: you can't talk to acquired employees enough!)
  5. Retained key personnel.

Results:

Budgeted controllable synergies came in within 5% of goal and acquired employee satisfaction surveys consistently met or exceeded targeted expectations. All integrations were completed within targeted 100 day timeframe and 18 month schedule.

Challenge:

A large multinational hotel operator had just commissioned a consumer segmentation study, and had also purchased new technology to transform the way it managed its external communications with its 63 million member customer base. This transformational strategic initiative affected virtually all of the company's major functions and properties, and was going to take nearly a full year to implement. The investment was substantial, and the company needed help in making sure the initiatives took hold and delivered business value sooner than later.

Whitaker & Company Solutions:

  1. Created a comprehensive Change Management and Communications plan to insure all stakeholder groups were identified and communicated to with the right messages throughout the implementation process.
  2. Created and led a PMO (Project Management Office) to organize and track all of the workstreams involved in implementing the consumer segmentation strategy and marketing technology.
  3. Recommended key organizational effectiveness measures to enhance the company's Loyalty Marketing Department so they could become a more robust internal resource to support the implementation efforts.

Results:

This project is still in progress, but to date all communications and implementation timelines are on schedule and early indicators show success across key stakeholder groups. Additional results will be posted to this site in early 2Q at the conclusion of the project.

Challenge:

A mid-size B2B financial service company had lost touch with its brand. Many of the key stakeholders had varying definitions of the company's "brand promise", and customers were confused as well. Worse, some key competitors had beefed up their advertising and message strategies to take advantage of this weakness.

Whitaker & Company Solutions:

  1. Conducted a thorough marketplace scan to clearly identify competitive positioning and key strengths and weaknesses.
  2. Conducted internal stakeholder assessments and interviews to inform process.
  3. Conducted strategic road mapping sessions to create a unified brand positioning with supporting core benefits that everyone could agree on and that the organization could deliver on.
  4. Assisted in creating advertising and campaign planning initiatives to communicate the new brand message in the marketplace.

Results:

Solidification of brand positioning and supporting advertising campaign for key products resulted in a 2% year over year market share gain; a jump from #8 to #6 in competitive product feature rankings; and a solidified positioning strategy.

Challenge:

A large telecommunications provider had a very dysfunctional marketing organization. People were working extremely hard and diligently, but it seemed that every product and pricing plan launch was a contested, frustrating process that took too much time, wasted resources, and always resulted in sub-par execution.

Whitaker & Company Solutions:

  1. Functional strategic assessment:
    Helped articulate and communicate a clearly defined marketing strategy so all marketing functions were operating from the same playbook.
  2. RACI Assessment (Identification of who's Responsible, Accountable, Consulted, Informed for all essential marketing activities)
    Created a RACI matrix to describe the roles and responsibilities of various teams or people in delivering a project or operating a process. It was especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes.
  3. Launch Window Planning and Governance model
    Created a marketing planning calendar with a set amount of launch windows, deadlines and a clearly defined governance process to manage marketing program prioritization and capacity planning needs.

Results:

Client realized a 20% reduction in overall programs through formalization of the annual marketing calendar and prioritization process. Created a sustainable governance model for ongoing marketing program management.

Challenge:

A large consumer durable goods manufacturer (top three in its industry), was beginning to notice an up-tick in consumer complaints regarding product quality. The complaints were mainly focused around some specific product quality issues, but a large percentage of the complaints also reflected dissatisfaction with HOW these complaints were being handled. To make things worse, the trade press had started picking up on the problem as retailers were complaining about returned merchandise and customer complaints.

The CEO had finally heard enough, and ordered a deep dive into both the product quality problem, and how the organization was going to create a more robust customer response process.

Whitaker & Company Solutions:

  1. Comprehensive audit and categorizations of all quality complaints.
  2. Distribution channel assessment to address retailer concerns.
  3. Pain Points Assessment(sm) to articulate, prioritize and detail root causes for each product and complaint resolution issue.
  4. Complaint process resolution recommendation and augmentation of Customer Service function.
  5. Establishment of short term project management team to tackle issues and report to senior management at regular intervals.

Results:

A 20% reduction in product returns and a significant improvement in all key customer satisfaction categories from the previous year.

SAMPLE CUSTOMER EXPERIENCE PAIN POINT ASSESSMENT

pain_points_chart

  1. Automated help system
  2. Customer pinball
  3. Too little, too late
  4. Agressive collections
  5. Activating Service
  6. Hard to pay
  7. Hard to do business with
  8. You don't believe me
  9. Impossible to reach
  10. Rude to Customers
  1. Inconsistent Information
  2. No ones solves problems
  3. Competitive rate plans
  4. New & existing product offers
  5. Rate plan confusion
  6. Invoice confusion
  7. Fees
  8. Product reliability problems
  9. Product/Service expecations
  10. Complex Product/Service upgrades

Press Releases

2012

March 2012 – Atlanta, GA
Scott Whitaker's book now available through Wiley & Sons

Scott Whitaker's book Mergers & Acquisitions Integration Handbook: Helping Companies Realize The Full Value of Acquisition, published by Wiley & Sons is available to order now.

January 2012 – Atlanta, GA
Whitaker & Company working with Warner Gaming to help revamp the company's customer loyalty program

Whitaker & Company will be working with Warner Gaming to help revamp the company's customer loyalty program for its casino hotel properties, starting with the Hard Rock Hotel & Casino in Las Vegas, NV.

Whitaker & Company will be assisting with program design, development and implementation.


2011

December 2011 – Atlanta, GA
Whitaker & Company is assisting with the merger of 2 of Chicago's largest healthcare systems

Provena Health and Resurrection Health Care form the largest Catholic healthcare system in Illinois, encompassing 12 hospitals, 29 long term care and senior residential facilities, numerous outpatient services and clinics, home health services, hospice, private duty, comprehensive Behavioral Health services and more.

August 2011 – Atlanta, GA
Whitaker & Company to spearhead MGM Resort International 5 Year Strategic Growth Initiative

May 2011 – Atlanta, GA
Whitaker & Company to help architect MGM China growth strategy

Whitaker & Company is heading off to China to help with a strategic planning assignment for the MGM Macau property, the foothold of MGM Resort International's expanding Asian operations

February 2011 – Atlanta, GA
Whitaker & Company helps Kingsdown, Inc launch new specialty bedding lines


2010

December 2010 – Atlanta, GA
Scott Whitaker names President of the Georgia Chapter of the Institute of Management Consultants

September 15, 2010 – Atlanta, GA
Whitaker & Company to help architect Kingsdown growth strategy

Kingsdown, a bedding supplier with operations and the United States and in over 20 countries has hired Whitaker & Company for a strategic assignment related to helping the company with upcoming product launches and to help develop and implement growth initiatives.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

June 2010 – Atlanta, GA
Scott Whitaker to speak at NAVCA/IBA Annual Consultants Conference

Scott Whitaker was a presenter at this years' NACVA/IBA annual conference at the Fontainebleau Resort in Miami Beach, Florida, hosting a panel entitled "Using Post Merger Integration to Guide Pre-merger Success".

The conference is an annual gathering of business valuation, legal, financial forensics and other practitioners in the Mergers and Acquisitions industries.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

April 15, 2010 – Atlanta, GA
Whitaker & Company Developing Long Term Strategy for Research in Motion

Whitaker & Company is working with leading digital agency Razorfish on a strategy project for Research in Motion (RIM), RIM is the manufacturer of the BlackBerry mobile device.

The project includes the development of a long term strategic vision and implementation roadmap for RIM's digital web properties and public web presence.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

February 9, 2010 – Atlanta, GA
Whitaker & Company to Launch M&A Webinar for MMIBA

Scott Whitaker, President/CEO of Whitaker & Company, Inc is working with The McLean Group to develop a Merger Integration Webinar for the Middle Market Investment Bankers Association (MMIBA). Through its affiliation with a high-profile and highly respected group of M&A professionals, the MMIBA's primary purpose is to provide education to enhance the knowledge, efficiencies, and access to resources for those individuals providing merger & acquisition services, and to help such individuals more effectively promote themselves and their specialized expertise by obtaining MMIBA's elite credential – Chartered Merger and Acquisition Professional (CMAP). The Webinar event is targeted for early March. For more information on the MMIBA, visit www.mmiba.com.

The McLean Group is a national, middle-market investment bank providing M&A, capital formation, market intelligence, business valuation, litigation support and exit planning services to Middle Market businesses.

Whitaker & Company, Inc. is an Atlanta-based strategic consulting and project management firm that offers expertise in Merger Integration, and specializes in helping companies execute growth strategies and solve operational issues.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com


2009

November 30, 2009 – Atlanta, GA
Whitaker & Company Developing Long Term Strategy for Fiserv

Whitaker & Company is working with leading digital agency Razorfish on a strategy project for Fiserv. Fiserv is the leading global provider of information management and electronic commerce systems for the financial services industry.

The project includes the development of a long term strategic vision and implementation roadmap for Fiserv's digital web properties and public web presence.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

October 16, 2009 – Atlanta, GA
New Consulting Associate

Whitaker & Company has added Debby Pratt as a new consulting associate. Debbie is an enthusiastic, confident leader with over 20 years of progressive business experience, both as part of an executive marketing team in a Fortune 100 Company, as well as within small business organizations. Proven skills include strong leadership ability, coaching and building an effective team, research and communication.

Prior to obtaining her doctoral degree, Dr. Pratt was the Senior Director of Market Research for Sprint where she directed design and management of market research projects that facilitated and supported decision making. Prior to working at Sprint, she worked in a qualitative market research firm specializing in new product development for Fortune 500 clientele. Currently, Dr. Pratt provides market research consulting and coaching to businesses large and small.

In 2008, Dr. Pratt received her Doctorate of Theology with an emphasis in Transpersonal Psychology. She also holds a Master of Business Administration with an emphasis in Marketing and a Bachelor of Science in Journalism.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

September 21, 2009 – Atlanta, GA
Whitaker & Company working with Razorfish and Ameriprise Financial

Whitaker & Company is collaborating with Razorfish on a project for Ameriprise Financial involving a 3 evolution strategy for their digital web properties. This project will encompass strategic recommendations for all of their public facing web properties.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

August 24, 2009 – Atlanta, GA
MGM Mirage Expands Whitaker & Company Role to include Organizational Effectiveness

Whitaker & Company will support MGM Mirage with the development of a new Strategic Relationship Marketing organization. This new department will be responsible for developing Corporate Strategy as well as conducting Business Analysis and Loyalty Marketing activities. Whitaker & Company will assist in structuring the organization, as well as defining key objectives and deliverables.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

June 23, 2009 – Atlanta, GA
Scott Whitaker Receives CMC Certification from the Institute of Management Consultants USA

Scott Whitaker, President/CEO of Whitaker & Company, Inc. has earned the Certified Management Consultant (CMC) designation from the Institute of Management Consultants (IMC). This certification is awarded to a select group of consultants (only 10,000 worldwide) who have demonstrated that they produce substantive results, adhere to the IMC USA canon of ethics, and manage their practices professionally.

IMC USA participates in the 44-nation International Council of Management Consulting Institutes (ICMCI), which sets the global standards of technical competence and professional conduct. CMCs must maintain this level of performance and stay current with global standards to be able to renew their certification every 3 years. Companies that hire a Certified Management Consultant can expect to benefit from a proven history or results and excellent performance, adherence to the highest ethical standards, and a commitment to life-long professional education.

Whitaker & Company, Inc. is an Atlanta-based strategic consulting and project management firm that offers expertise in Merger Integration, and specializes in helping companies execute growth strategies and solve operational issues.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

April 8, 2009 – Atlanta, GA
Whitaker & Company to Develop Post Acquisition Integration Plan for ITOCHU International, Inc.

Whitaker & Company, Inc. has been hired by ITOCHU International to develop a post acquisition integration playbook to support the company's North American acquisition efforts and integration requirements. Says Whitaker, President & CEO of Whitaker & Company, "Integration playbooks are scalable, flexible operational plans that help companies achieve integration goals and realize synergy targets. Integration deliverables and time requirements are substantial during the initial 100 day period following the deal close, and on-staff employees are hard pressed to properly handle integration duties along with their ongoing responsibilities, which is where Whitaker & Company fits in."

ITOCHU International is the North American subsidiary of ITOCHU Corporation, a Fortune Global 500 company.

Whitaker & Company, Inc. is an Atlanta-based strategic consulting and project management firm that offers expertise in Merger Integration, and specializes in helping companies execute growth strategies and solve operational issues.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com

March 18, 2009 – Atlanta, GA
Beau Rivage Resort & Casino Hires Whitaker & Company for Marketing Operations Initiative

Whitaker & Company has been engaged by Beau Rivage Resort and Casino in Biloxi, Mississippi to assist with a Process Improvement Initiative targeting the company's marketing operations. Specifically, Whitaker & Company will assist Beau Rivage in solidifying the go-to-market processes and marketing dashboards that support the resort's outbound customer marketing activities.

Scott Whitaker, President of Whitaker & Company says, "Better 1:1 customer marketing is a priority for any organization that expects to thrive, but many organizations need some extra help to insure underlying processes and measurements link to strategy . Oftentimes, inefficient processes and reporting capabilities result in gaps that undermine a company's ability to maintain an intimate relationship with its customers."

Whitaker and Company, Inc. is a consulting and project management firm that offers expertise in Marketing Operations, and specializes in helping companies execute growth strategies and solve operational issues.

Whitaker & Company, Inc. is a consulting and project management firm that specializes in helping companies execute growth strategies and solve operational issues. Whitaker & Company offers expertise in Merger Integration and Strategic Positioning & Operations.

Contact Information: Celeste Smith, 404-293-4325 celeste@whitakercompany.com