Global Industrial Company
Customers Challenge
The client faced issues with overall service quality, cost management, and technological innovation provided by their current IT vendor. Change of Lane was tasked with reviewing their existing telephony vendor supplying services across approximately 50 operational units globally.
Project Description
An initial analysis was conducted with the support from business areas, demanding higher service levels. With these clear requirements and expectations, we evaluated both technology and the vendor, focusing on contract structures, costs, governance, and improvement models.
Project Results
The result was that the client received a more cost-effective service with higher quality and better future-proofed technology.
In more detail, a new and improved governance model was established. New roles were introduced, and more stakeholders were involved in the ongoing collaboration. A new approach to continuous improvement measures and clearer reporting from the supplier was implemented, which improved response times and reduced the number of incidents. Certain parts of the collaboration agreement were revised, positively impacting the cost structure.
For the technology provider, Change of Lane recommended that the client subject the current delivery to competitive procurement. Change of Lane led the entire procurement process, from the initial request and negotiations to contract signing. Change of Lane was also responsible for designing the new organization and conducting all MBL negotiations with union representatives. The overarching goals of the procurement were defined and became part of the new contract (MSA):
- Ensure contractual commitment to innovation, streamlining, and automation
- Simplify end-to-end service delivery, ordering, and administration
- Achieve scalability and flexibility on demand
- Align with the current Microsoft strategy
- Achieve cost reductions in both absolute and relative terms
- Eliminate any remaining in-house operational activities
