Procurement & Managing Suppliers

Vendor Strategy

200k+ customers • 1500+ employees • $600M+ Revenue

Our client was in the process of transitioning to a stand-alone entity and as part of the Transitional Services Agreements (TSA) they to be completely separated from the previous owner within 18 months of the deal closing. A key component of the TSA was negotiating major commercial contracts with providers of Sales, Service and Operations activities and under current contracts, costs would likely increase due to anticipated rate rises to offset declining volumes and loss previous owner’s buying power. The existing services are covered by a range of vendors and rates are based on the number of employees, not on service delivery. The current vendors performance delivery was adversely affecting our client’s customer experience

Business Impact

⊹ Completed vendor assessment to deliver the optimal vendor strategy
⊹ Consolidated major vendors for sales, service and operations from 3 to 1 vendor
⊹ Streamlined back of house business processes (service and fulfilment)
⊹ Transitioned front of house service back on shore, driving a significant improvement in customer experience (NPS +20)
⊹ Improved 1st call resolution to 95%
⊹ Delivered financial benefits of $11M over 3 years

Optimise Sourcing Model

200k+ customers • 1500+ employees • $600M+ Revenue

The client was focused on transitioning from their traditional advertising business model. Involving a large labour and customer claims cost base, this setup resulted in poor net promoter scores and unnecessary expenditure. The goal? Evolve to a more nimble, customer focused, digital advertising business - enabling them to compete with domestic and international players.

Business Impact

⊹ Significant labour costs reductions
⊹ Co-location of different teams, enabling faster learning and job readiness
⊹ Improved productivity through cross-skilled teams, improving turnaround times
⊹ Rapid workforce scalability and flexibility to cater for seasonal workload demands
⊹ Economies of scale and quicker recruitment as our partners have large resource pools ⊹ Able to tap into the industry expertise of our partners