To help clients address COVID challenges, the shop expanded its consulting service and developed new forecasting tools.

Like everyone else, UM was blindsided by the pandemic. But unlike some, the agency had already begun looking at changes to its structure and process prior to the crisis. As a result, its phones have been ringing off the hook with calls from clients this year.

“We had been on the journey to drive greater efficiency and agility into our structure and process well before COVID hit,” says Shelley Smit, UM president.

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