Leading Private Equity Company Improves Helpdesk Support through Co-sourcing & Flexible Resource Architecture
A leading private equity and venture capital company used Allied’s co-sourcing and Flexible Resource Architecture to remove liability & legislation issues, improve productivity, increase user satisfaction levels and reduce overall costs involved in handling workload and personnel fluctuations.
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 Scenario
The client's previous supplier utilised a large number of temporary contractors to address their
ad-hoc support requirements. The 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.
Business Challenge
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 have a cost-effective, continuous and flexible managed service solution.
The Solution
Prior to taking over the contract, and in addition to the service delivery management team, Allied
allocated a Transition Manager, who worked with the incumbent supplier to counsel the existing
on-site team, in accordance with TUPE regulations. 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 by employing Allied’s Flexible Resource Architecture (FRA), the client benefited 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. This
has been a particularly useful way of resourcing projects, out of hour’s tasks and ‘as and when’
support to their ancillary locations across the UK and Europe.
Conclusion
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; which is completely focused around their specific needs and provides
total flexibility.
Additionally the proposal submitted by Allied 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.
