Case Study - Unifying Disparate Call Centers to Unlock $60,000 in Monthly Revenue

Ranae Peterson • September 3, 2025

 Post-Merger Integration Meets Operational Complexity

In the summer of 2022, Brewster Consulting Group partnered with a large healthcare organization that was actively acquiring multiple companies to establish a robust managed services arm. One of the most complex challenges in the integration process centered around their call center operations. Each acquired company brought with it its own call center, complete with unique technologies, procedures, and legacy systems.

To fully realize the value of these acquisitions, the organization needed to consolidate three separate contact centers into a single, unified technology ecosystem. Without it, costs ballooned, inefficiencies multiplied, and the company struggled to determine which contracts were profitable and which were dragging down performance. Time was of the essence, the organization was losing money daily and needed an efficient, strategic solution to stop the bleeding and optimize operations.

The Solution: Strategic Systems Integration & Operational Realignment

Brewster Consulting Group stepped in to lead a full systems integration and operational transformation. Our approach consisted of three critical phases: understanding the current state, designing a future-ready solution, and executing a seamless implementation, without disrupting day-to-day operations.

-Current-State Analysis & Future-State Planning: We began by conducting a comprehensive analysis of the organization’s call center operations across all acquired entities. This allowed us to map out pain points, identify gaps in service, and align leadership around future-state requirements. We ensured full transparency with the client throughout—keeping stakeholders informed of progress, key decisions, and upcoming challenges.

-Technology Implementation Across Four Core Systems: Once the path forward was defined, we implemented an integrated suite of systems to support the unified call center infrastructure:

Five9 – Telephony System

ServiceNow – Ticketing Platform

NICE WFM – Workforce Management

Observe.AI – AI-Based Quality Management

We also facilitated the full migration of all employees from legacy systems into the new platform, ensuring minimal disruption and maximum efficiency.


-Telephony & Ticketing System Optimization: Merging three contact centers meant staff rebalancing, cross-training, and workflow redesign were essential. We worked with business leaders to define technical requirements, assist in vendor selection and negotiation, and stand up modern, scalable telephony and ticketing environments that aligned with their service goals. 

-AI-Powered Quality Management: To replace their outdated call auditing system, we introduced Observe.AI, an intelligent quality management tool. This move allowed the client to increase call audits by over 100x—dramatically enhancing service quality, compliance monitoring, and customer satisfaction.

-Centralized Technology Stack: One of the most valuable outcomes was the migration from fragmented legacy tech stacks to a centralized, unified system. Call logs, ticketing data, and billing records became accessible in real time, accurate, complete, and ready for analysis. No more information falling through the cracks.


Results: Efficiency, Profitability, and Lasting Value

The results of this engagement were both quantifiable and transformative:

-More than $60,000 per month in newly realized revenue

-Streamlined staffing and reduced operational overhead

-Enhanced service quality through AI-enabled monitoring

-Improved visibility across systems and departments

-Stronger alignment between IT infrastructure and business objectives

What began as a scattered post-merger contact center operation evolved into a cohesive, tech-enabled service engine that now powers the healthcare organization's managed services division.


Conclusion: From Fragmentation to a Future-Ready Contact Center

Brewster Consulting Group delivered a scalable, efficient solution that unified three disparate call centers into a high-performing managed services operation. The healthcare organization emerged from the project with greater operational clarity, stronger profitability, and the confidence to grow, backed by a trusted technology foundation.

“When our organization merged with several companies, the work of Brewster Consulting Group was pivotal to the success of our post-merger integration. Their unique ability to strategize high-level, complex concepts while still retaining a deep understanding of the details is unmatched. Our company came to rely on Brewster Consulting across several departments as word of their stellar work spread among leadership. In working with this team, our company is now a more polished brand thanks to the diverse expertise Brewster instilled within our organization. I hope to work with them again in the near future and highly recommend them as the finest consulting firm I’ve ever had the pleasure to work with.” - Manager of Transformation and Analytics

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At Brewster Consulting Group, we recognize that managing data can be a daunting task for small and mid-sized enterprises. Allow us to assist you in harnessing the potential of operational intelligence! Reach out to one of our specialists today to refine your data strategy, optimize your processes, and establish solid governance. Ready to cultivate data analysis and propel scalable growth? Your journey begins right here!

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By Ranae Peterson October 9, 2025
Many small businesses are laser-focused on growth, sales, and staying afloat. In that constant hustle, one of the most valuable assets, data , often gets overlooked. Even when businesses “look at the numbers,” that doesn’t always mean they’re collecting the right data, tracking the right KPIs, or translating those insights into actionable strategies. Fractional analytics bridges that gap. It allows small businesses to access experienced data analysts or analytics teams on a part-time or project basis, essentially bringing enterprise-level data expertise without the full-time cost. Think of it as analytics-as-a-service for small business owners who need clarity and insight but can’t justify a full analytics department. The Reality: Why Data Gets Overlooked While most business leaders know data is “important,” it can be hard to see its impact until it’s visualized through dashboards, real-time reporting, or guided by a professional who knows how to turn information into action. Without these tools and expertise, business decisions often rely on gut instinct instead of insight, leading to inefficiencies, missed opportunities, and in some cases, failure. Statistics show that: About 20% of small businesses don’t survive their first year. Nearly 50% fail within five years. Around 65% close within ten years. While the reasons vary, from financial mismanagement to poor planning, many of these challenges stem from a lack of data visibility or poor data management . In other words, the root cause often isn’t just financial; it’s analytical . Real World Analogy Imagine running a restaurant without ever checking what inventory levels, most frequent orders, or best margin products. You might think you’re doing well because the restaurant is busy, but when you do the books, you’re not actually making any money. Now, imagine having a fractional analytics consultant helping you organize and visualize your data. They don’t need to be in the kitchen every day, but when they are, they bring order to chaos, tracking inventory and margin by menu item, predicting staffing needs, and saving costs by cutting waste. That’s what fractional analytics does for your business data. It helps you understand what’s really happening across operations, finance, and customer service so you can make smarter, faster decisions. Common Operational Challenges Solved by Fractional Analytics Here are a few common pain points small businesses face that fractional analytics services can address: Inefficient reporting and manual data entry. Lack of clear KPIs or performance tracking. Inconsistent financial forecasting. Missed revenue opportunities due to incomplete data. Poor inventory or resource management. Lack of clarity around customer behavior and profitability. Benefits of Fractional Analytics for Small Businesses Engaging a fractional analytics provider offers far more than just numbers and dashboards. It’s about empowering smarter decisions without breaking the bank. Cost efficiency: Avoid the high salary and benefits of full-time analytics hire. Speed to impact: Gain immediate access to expertise, no lengthy onboarding or training required. Scalability: Bring in analytics support when you need it and scale it up as you grow. Better decision-making: Replace guesswork with data-driven insights and actionable KPIs. Time savings: Spend less time in spreadsheets and more time growing your business. Long-term cost reduction: Identify duplicate payments, missed invoices, and inefficiencies that quietly drain profit. Fractional analytics also enhances cash flow management and enables business leaders to spot opportunities for optimization, often resulting in measurable growth and sustainability. Why It’s a Make-or-Break Decision Choosing whether to work with a fractional analytics consultant could be the difference between surviving and thriving. Many business owners don’t realize that outsourced analytics is even an option, one that offers flexibility, affordability, and strategic insight without high overhead. The truth is, small business leaders don’t have to do it all alone, nor do they need to rush into hiring a full-time team. Fractional analytics gives them the best of both worlds: the expertise of a senior data strategist and the flexibility of a part-time engagement. Final Thoughts In today’s competitive market, data-driven decision making isn’t optional; it’s essential. Small businesses that embrace fractional analytics gain clarity, confidence, and control over their operations. By investing in the right insights today, they set up the foundation for sustainable growth tomorrow. If your business is ready to move from guessing to growing, now’s the time to explore what fractional analytics services can do for you.
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