Experience
A few examples of the businesses we’ve helped, from a single-site gym to a 120-seat call centre. The scale was different each time, and so was the support.
Case Study 01
A quickly growing dance company with contractors working across QLD, NSW and VIC.
What was happening
- Rapid growth creating pressure on founder for time and decision making
- Founder carrying all of the pressure day to day and close to burn out
- Marketing, delivery and systems not aligned to scale
What TrueNorth focused on
- Clarifying priorities and defining a clear growth plan roadmap
- Strengthen operating rhythms, roles and decision ownership
- Aligning marketing, systems and delivery technology to support the massive scale up ahead
Outcome
- Clear direction and confidence in the next phase of growth
- Reduced operational drag and the founder regained some life!
- Business structure with ongoing support and mentoring allowing growth to continue at pace
Case Study 02
A multisite retailer under call centre performance pressure
What was happening
- 120-seat call centre under efficiency strain
- Rising workload driven by supply chain disruption
- Declining customer experience and closure rates
What we focused on
- End-to-end call centre workflow review
- Redesigning processes to reduce friction
- Implementing omnichannel capability (call + chat)
Outcome
- 42% improvement in call centre efficiency
- Improved Call Net Promoter Score
- 38% increase in call closure rate
Case Study 03
A newly franchised gym struggling to scale sustainably
What was happening
- Owners overwhelmed and time-poor
- No clear growth roadmap to capacity
- Team misalignment with everyone chasing everything
- Founders operating outside their strengths
What we focused on
- Building a two-year growth and capacity model
- Clarifying roles, ownership and communication rhythms
- Aligning priorities to individual strengths
- Fortnightly coaching and accountability check-ins
Outcome
- Revenue doubled
- Founders regained time to focus on passion projects
- Clear path to capacity and sustainable growth
- On track to invest in a second franchise