Dedicated Support Team Program Management Program Design
Client savings of $150k.
Our client, a large technology company, was seeking a supplier who could hire a group of GIS professionals without their oversight, including hiring and managing the professionals throughout the project. We were already managing a similar program at another technology company, and our client approached us about launching a similar managed service at their facility in Austin.
We worked closely with the client to gain a thorough initial understanding of their needs. Our team implemented an end-to-end solution to handle the entire life cycle of the project, including:
By holding weekly client meetings, our team was able to be a proactive partner in demand planning and improving process efficiencies. Using this model, we were also able to maintain and improve consultant performance. As an example of our oversight, one of our contractors was underperforming while on the program. After recognizing this inadequacy, our account leaders actively coached this contractor and implemented a performance improvement plan. The result was a five-time increase in productivity.
Our team successfully completed our client’s initial project. Because of our success with this project, we have been asked to expand our service offering across multiple different lines of business. At the height of the program, we managed over 400 resources, across various business segments, under strict KPIs and SLAs. In one business segment, we were able to redesign the organizational structure of leadership to drive a savings of $150K to the client. This redesign allowed the team to begin performing at significantly higher levels, and they began receiving special high visibility confidential projects. We have moved into our fourth year supporting the program, and the overall client program is valued at $30 million annually.