Case Study
Pivot Rx
Quick Hits
Goal:
Pivot RX came to us during a moment of momentum and growing pains. Their ambition was clear, but so were the pinch points: unclear leadership roles, limited financial reporting, shifting priorities, and operational complexity across two locations. Our focus was to stabilize the foundation by designing a roadmap that would support thoughtful, sustainable growth for future locations.
Results:
By the end of our engagement, Pivot RX had clear insights into team dynamics and alignment on key goals for 2025, external validation of a proposed strategic path forward, and actionable recommendations that, based on their preferences, could be implemented independently, or with Tandem’s continued support. Just as important, the leaders continued to build strong communication habits and make space for each founder to work within their zone of genius.
Tandem Team:
Renée Mitchell, Growth and Operations Advisor
Theresa Rowsell, Growth and Operations Advisor
Tandem Services:
Operational Leadership and Strategy
Leadership Coaching
Milestones:
- Pre-interview document review and preparation
- Confidential leadership interviews
- Post-interview analysis and recommendations
- 2-hour virtual session (themes, recommendations and Q&A)
- Document with themes, priorities, recommendations and an implementation roadmap
”Working with Renée and Theresa from Tandem has been an absolute gift. They came in at a pivotal moment for Pivot Rx, right as we were moving from proof of concept into real expansion and long-term sustainability. They met us with so much care, insight, and genuine alignment with our mission.
They didn’t just understand what we were building – they believed in it. They validated what we already knew deep down, and brought razor-sharp clarity to the pieces we needed to make our biggest dreams possible. Instead of feeling like another “to-do” or consultant obligation, their support gave us energy, momentum, and a strong backbone we can return to again and again.
Tandem’s approach is thoughtful, strategic, and customized. They gave our small and nimble team exactly what we needed to pivot and grow with purpose. We’re so grateful.”
The Pivot Rx Leadership Team
About the Company
Pivot Rx is an independent, pharmacist-led business based in Vernon and Kamloops, BC. Their two growing locations are built on trust, clinical credibility, and the kind of word-of-mouth momentum that comes from doing things differently. Their team delivers deeply personalized care, rooted in community and connection. The founders are reimagining what a pharmacy can be: a human-first, locally grounded business that values people as much as performance.
Why We Love Them
From the start, Pivot RX felt like a natural fit. Their commitment to relationships mirrors our belief that growth can be generative. The collaboration was thoughtful, curious, and honest. They welcomed the hard conversations, and together we explored not just how the business could run more smoothly, but how growth could continue to feel more aligned.
We love how Pivot RX shows up for its community and through this work, we helped them show up more clearly for each other.
Our Journey Together
After connecting with Pivot RX in August 2024, we structured our work to begin after the busy cold and flu season. Starting in early 2025, our work began with an honest conversation with their founders focused on realignment around roles, expectations, and capacity.
Through Theresa and Renée’s relational approach, and the commitment and openness from Pivot RX’s leaders to do the work, the team was able to quickly build trust with Tandem. Through one on one interviews with the leadership team, as well as reviewing key documentation and their market, Tandem was able to assess Pivot RX’s organizational alignment, financial health, and strategic readiness for scale.
We worked together to identify a set of structural, operational, and strategic gaps that were limiting Pivot RX’s ability to scale sustainably. As we named these pieces, Tandem selected specific tools and frameworks to uncover insights and offer recommendations to support a thoughtful growth strategy for Pivot RX. The complexity of a pharmacy business complemented by tested business frameworks helped to clarify where Pivot RX could stand out and think more strategically.
Outcomes
This work created meaningful improvements across the team. The founders regained momentum by aligning on strategic tradeoffs and priorities, and by bringing more structure, validation, and clarity to the execution of their shared vision.
With an implementation roadmap now in hand, the Pivot RX leadership team has a clear set of priorities, actions, and timelines. Partnering with Tandem was a strategic investment in supporting their next stage of growth.
What We Learned
Growth for a Business Means Stretching Comfort Zones
This might look like naming what feels difficult to say, and identifying what structures may need to shift.
Stabilization is Essential Groundwork
Before expanding, businesses need monthly finance & accounting rhythms to provide visibility and a repeatable playbook to make growth intentional.
Operational Foundations Enable Better Decisions
A clear operational foundation doesn’t just drive strategy forward – it builds confidence and trust within the team.
What's Next
With internal clarity and a roadmap in place, Pivot RX will grow on their own terms. Tandem remains a strategic partner, ready to offer ongoing guidance around financial strategy, operational planning, and leadership support as needed.
