A private equity firm engaged Tenacity to support one of its fast-growing portfolio companies—a Pharmacy Benefits Manager (PBM) that had once been known for its boutique, concierge-level service.

Rapid growth was good news for investors, but not for clients. As the company scaled, its resources were stretched thin. The personal touch disappeared. Clients started asking what happened to the partner they used to know.

We stepped in to diagnose the disconnect. What we found was clear: the firm’s internal processes hadn’t kept up with its sales momentum. Teams were improvising. Client experience was inconsistent. And retention risk was rising.

Tenacity helped implement structured, repeatable systems that preserved service quality while supporting scale. We formalized how teams engaged with clients, clarified roles, and built a delivery approach that could grow with demand.

The result? The PBM sustained its high-touch experience even as sales continued to skyrocket—and clients stayed on board for the ride.