How we saved money and met the business requirements for a large transport company when procuring a cloud-based contact centre solution
CHALLENGE
Our customer’s contact centre solution did not meet their business requirements and was unreliable, costly and inflexible. Our customer chose to go out to market for a new contact centre solution that was required to meet the following requirements:
- Improved Service Reliability & Availability
- Reduced Operational Complexity
- Transform the Customer Experience including omnichannel
- Integrated with their other business support applications.
- Scalable with the ability to be expanded anywhere including work from home.
- Cost-effective solution, including any implementation costs.
SOLUTION
Gain Procurement undertook our specialised procurement process that has been developed over many years. Our process involved understanding our customer’s needs and capturing both their current and future business requirements. We customised our procurement tender templates with these requirements and included all important process, commercial and legal requirements. We then went out to market to a list of pre-selected potential suppliers.
We evaluated the various tender responses using our specialised evaluation model. Our evaluation model allows our customers to evaluate potential suppliers objectively and gives them a strong and fair rationale for final suppler selection. This objective process is important for both internal stakeholders and for the suppliers.
Once a preferred supplier was chosen, we negotiated the various commercial, support and management requirements ensuring our customer maximised the benefits of the chosen contact centre solution.
OUTCOME
The large transport customer has now implemented the contact centre solution. The solution chosen was a cloud-based, so implementation was relatively quick and easy. Our customer has found that all their stated requirements above have been met. This success directly resulted from undergoing our rigorous procurement process.
How we saved a large media company over 30% on their telecoms spend
CHALLENGE
After a number of company acquisitions, our customer did not have a good understanding of their telecoms assets and had a high cost base. Our customer wanted to ensure that they consolidated their telecoms suppliers and services and cater for their fast changing future needs at the best possible costs base.
SOLUTION
Gain Consulting undertook a comprehensive specialised procurement process. Our process involves understanding our customer’s needs by capturing the current and future business requirements, before going out to market.
As we undertake these procurement engagements on an ongoing basis we understand what the best technology, support and commercials are available in the industry. Unless you are very experienced in an industry, this is something people would not be aware of.
OUTCOME
We saved our large media customer over 30% on an annualised basis, compiled a detailed asset register and ensured that both their current and future business needs were met.