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 29, 2025
In the fast-paced world of marketing, agility is everything. But for many small marketing firms , staying organized and executing effectively can feel like an uphill battle. Between juggling client deliverables, managing creative teams, and keeping up with digital trends, it’s easy for even the most talented agencies to lose focus or momentum. That’s where fractional project management comes in - a cost-effective, flexible way for small agencies to gain project management expertise without the overhead of a full-time hire. What Is Fractional Project Management? Fractional project management allows marketing firms to hire an experienced project manager or project management team on a part-time, contract, or as-needed basis. These professionals provide the strategic direction, structure, and accountability of a full-time role, but with the flexibility and affordability that small firms need. Unlike traditional project management roles, fractional project managers adapt to your workflow. 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Inconsistent Execution of Marketing Strategies Small firms often start projects with enthusiasm but struggle to maintain consistency across campaigns, clients, and platforms. Without a clear project roadmap or centralized process, teams can lose sight of timelines, priorities, or deliverables. This inconsistency can lead to missed deadlines, off-brand messaging, and a loss of client confidence over time. 2. Limited Budgets and Tight Margins Many boutique agencies operate on razor-thin margins, meaning that hiring a full-time senior project manager or operations manager may simply be out of reach. This leads to a “DIY” approach to project coordination, where creative directors, account managers, or even designers end up juggling scheduling and task tracking in addition to their core roles. It’s a recipe for burnout and inefficiency. 3. Attracting and Retaining Talent In the marketing world, top talent wants growth, clarity, and collaboration. When internal processes feel chaotic or constantly changing, employees can become frustrated or disengaged. A lack of structured project management can contribute to high turnover, especially among younger professionals looking for organized environments where they can learn and thrive. 4. Keeping Up with Industry Trends and Technology Marketing trends shift faster than ever, from SEO and social media algorithms to automation and analytics tools. Small firms, often focused on servicing clients, rarely have time to step back and strategically assess which technologies to adopt or how to integrate them effectively into their workflows. This can result in wasted subscriptions, underutilized tools, or outdated methods that slow productivity. 5. Balancing Growth and Quality As marketing firms grow, the complexity of managing multiple campaigns, channels, and clients multiplies. 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A structured project management system creates transparency, accountability, and shared visibility, all key to stronger client relationships. 8. Content Creation Bottlenecks Small firms often pride themselves on creativity, but without workflow organization, content can get stuck in feedback loops. Campaign approvals, revisions, and scheduling can all become bottlenecks that stall production. Over time, this can limit the firm’s ability to scale output or deliver consistently across multiple accounts. 9. Lack of Technology Utilization Even when agencies have invested in tools like Asana, ClickUp, or Monday.com, they often fail to leverage them effectively. Either no one owns the system or team members don’t have time to update it. The result is a fragmented picture of project progress and duplicated effort, both of which fractional project managers specialize in resolving. 10. Burnout and Overwork With so many moving pieces, it’s no surprise that burnout is common among small marketing teams. When deadlines stack up and roles blur, people spend more time reacting to problems than delivering creative solutions. Over time, that stress impacts morale, retention, and ultimately, client results. In short: most small marketing firms aren’t lacking talent, they’re lacking structure. And without a scalable framework for managing people, projects, and priorities, even the most brilliant ideas can get lost in the shuffle. How Fractional Project Management Helps Small Marketing Firms Fractional project management offers both strategic and operational advantages for small agencies, including: Strategic Oversight Without the Cost: Fractional PMs bring senior-level strategy to the table without requiring a full-time salary. They guide teams on where to prioritize resources, how to align goals, and how to scale efficiently. Flexibility and Scalability: Whether your firm manages two clients or twenty, fractional project management services scale with you. You can engage in support during busy periods or for specific initiatives without long-term commitments. Immediate Access to Top Talent: Fractional project managers are seasoned professionals who’ve worked with multiple marketing firms, giving your team instant access to best practices and proven systems. Improved Accountability and Execution: With an external PM keeping projects on track, your creative team can focus on what they do best: creating and delivering exceptional marketing work. Enhanced Profitability and Efficiency: From budget management to workflow optimization, a fractional project manager helps uncover bottlenecks that waste time and money, improving cash flow and project margins. When Should a Small Marketing Firm Consider Fractional Project Management You might not need full-time help yet, but here are a few signs it’s time to bring in a fractional project manager : -You’re juggling too many high-value projects at once. -Projects are constantly behind schedule or over budget. -Your team is overworked, burned out, or missing deadlines. -You lack internal project management expertise. -You feel stuck or overwhelmed trying to manage growth. If these sound familiar, fractional project management might be the missing piece. The Bottom Line For small marketing firms, fractional project management isn’t just about organization; it’s about unlocking growth. With the right systems in place, marketing agencies can scale confidently, deliver better results, and focus on what they do best: creativity and strategy. As the marketing landscape evolves, fractional project management services offer a competitive edge, one that combines flexibility, structure, and cost efficiency.
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