Case Studies

At TMG, we’re all about results. Below are just a few recent examples of how we’ve helped our clients to unleash their customer potential.


Customer Experience Intent Statement
TMG International Inc. took BCAA through the process of defining the ideal customer experience, as well as creating internal alignment and excitement.

VIA Rail Canada

Revenue Optimization Model
Supported by TMG, VIA Rail was able to improve its two call centre's revenue generation opportunities, customer experience and efficiency. TMG's proprietary framework transitioned the contact from a transactional model to a revenue optimization model.

Rogers Communications

Rogers Smart Home Monitoring
TMG helped Rogers develop a Marketing Strategy and Take to Market Plan for their new Smart Home Monitoring service that enabled them to address the challenges of penetrate a highly competitive, rapidly evolving market.

Meridian Credit Union

Value Proposition Development
Meridian engaged TMG International Inc. to develop a concise value proposition with prioritized proof points that the organization could take forward to ensure the delivery of a consistent brand message and a positive Member experience.

Meridian Credit Union

Marketing Planning
Meridian Credit Union engaged TMG International Inc. to help them create a sustainable planning process that they could replicate on their own annually; and to facilitate and coach the development of the initial Marketing plan.

Deeley Harley-Davidson Canada

Retailer Strategic Planning
TMG International Inc. developed a Retailer Strategic Planning (RSP) program to lead Deeley’s Retailers through an accelerated process to develop business plans that addresses their local issues and opportunities.

Financial, Banking & Insurance

Strategic Planning
A major Canadian Insurance company was transitioning from a corporate structure consisting of independent business units to an integrated insurance business model. They engaged TMG International Inc. to facilitate the creation of a long term consolidated strategic plan as part of a complex, multi year transition that would allow them to deliver on aggressive growth targets and position them for success in the coming years.

Ontario Teachers’ Pension Plan

Value Proposition Development
Teachers’ wanted to build to the next level of service, and further strengthen their relationship with members. They engaged TMG International Inc. to develop a powerful and relevant value proposition for their member service organization which would help bring their strategic direction to life, and better focus the efforts of their team.

Contact Centre

Revenue Generation Strategy
A major loyalty rewards contact centre with more than 1,000 agents that was operating as a transactional, redemption service found its mandate significantly expanded to include service and sales as a result of a significant corporate reorganization.  TMG International Inc. was brought in to redefine this contact centre’s business model and supporting practices in order to drive an increased focus on customer experience, a renewed focus on efficiency, and a new focus on revenue generation.

We Care Health Services

Value Proposition and Branding
We Care wanted to leverage their strong history, national presence and reputation for service to grow market share and build a consistent and compelling brand image. We Care engaged TMG International Inc. to develop a strategic marketing plan for the Private Pay section of their business, including a review of the competition and the articulation of a brand positioning statement.

Yellow Pages Group

Customer Contact Strategy
In a rapidly changing marketplace, YPG wanted to increase its focus on customer lifecycle management, including the acquisition of new customers and retention of existing ones. YPG engaged TMG International Inc. to help them develop and deliver an overall contact strategy that would grow advertiser count and revenue, improve retention, and deliver an improved customer value to their advertisers.