Leading Private Equity Company Improves Helpdesk Support through Co-sourcing & Flexible Resource Architecture (FRA)
Allied's engagement with the client began in the year 2002 and ever since we have been able to add value consistently on multiple challenges across varied geographic locations.
About our Client
Our client is a global private equity firm, with €8bn of assets under management focusing on growth capital, mid-market buyouts and infrastructure.
The client's previous supplier utilised a large number of temporary contractors to address their ad-hoc support requirements. The incumbent service provider was also inflexible and was not deemed to be providing value for money. Our client was therefore interested in partnering with a new managed services company, who could demonstrate professionalism in service delivery, with experience in working across multiple international locations, change management, TUPE transition and the flexible nature of service design.
Some of the business challenges faced by the client were:
- To find an efficient solution for ad-hoc support requirements
- To comply with the TUPE legislation and guidelines with regards to the managed on-site team
- To provide out of hours and additional support during holidays
- To have a cost-effective, continuous and flexible managed service solution
Allied allocated a Transition Manager, who worked with the incumbent supplier to counsel the existing on-site team, in accordance with TUPE regulations. This was done in 2002 prior to taking over the contract, and in addition to the service delivery management team. Having stabilised the situation, the employment transference was handled with extreme sensitivity and professionalism, with minimum risk and exposure for the client. This meant that at the start of the contract, there was total continuity, with no degradation of service, or disruption to the user community.
In addition, we provided a 3 member team to allow the client to manage their desktop support requirements in Birmingham. Allied also provided them with a formalized out of hours support, where our own flexible resources worked from 7 am - 10 pm, instead of 9 am – 5 pm on week days. An additional 8 hrs of support on Saturday and Sunday were provided too.
Having demonstrated reliable performance in previous UK commitments, our client asked us to assist them in Paris to help them manage their multiple suppliers in the region. Our resources helped in change and problem management and we provided a team of 4 personnel, who had already grown through various areas within the client's culture and therefore were able to provide more value to them. Aligning all services together under one supplier helped them enormously.
In 2007, we got similar requests for Milan, Madrid and Frankfurt. Our client needed partial support, as they were bearing high travel expenses for flying their personnel out to provide ad hoc support in these locations. Allied resourced personnel locally and provided partial support across these areas, therefore saving time and money for the client.
Our client consolidated and expanded into new regions in the following year which saw the extension of our support solution to Mumbai & New York.
To supplement our structured offering, the client also uses Allied's Flexible Resource Architecture (FRA), benefiting not only from dedicated on-site support, but also flexible resource credits, which are called upon to manage ad-hoc support requirements (planned or unexpected), all within the existing pricing structure. They found, this to be the best way of resourcing projects, out of hour's tasks and 'as and when' support to their ancillary locations across the UK and Europe.
The Allied team delivered results which have in many ways exceeded the required service levels; by providing the on-site team with strong professional management support and the backup of an experienced service delivery team. Allied has listened to, and understood the issues faced by the client and has therefore been able to design a bespoke, cost-effective support solution, within the existing pricing structure. Our service is completely focused around their specific needs and provides total flexibility.
Additionally the proposals submitted by Allied have assisted the client's IT department in not only justifying the cost of the support function, but also in highlighting the value of the department to the business.
Throughout this long engagement, we have provided a similar culture, consolidation of staff, extended hours support and flexible resourcing, bespoke to their requirements.
Underpinning our success to date, in 2010 Allied has undergone another tender process and successfully won the bid extending our support solution to Singapore.