Delivering a Talent Based
Outsourcing solution for a
global document management
leader

Our client is the global leader in document management, offering the widest range of technology, consulting services and solutions in the industry. With 140,000 employees worldwide serving clients in 180 countries, they are the world’s leading enterprise for business process and document management.

Challenge

  • Our client has contracts in place to maintain the performance of equipment and to fix any faults quickly to minimise disruption to their clients
  • Different service levels were in place with each client. They wanted to reduce operational costs while maintaining a high level of customer service
  • Our client sought a strategic partner to manage this process and enhance their own internal capability. They wanted a high quality supplier with a fixed price, national solution, financial stability and a proven, consistent service delivery record.

Solution

  • A pilot scheme was initially launched. Within the first year of the new contract, we managed circa 395,000 service calls on behalf of our client. ManpowerGroup Solutions delivered the programme on a cost plus basis before moving to a true task-managed solution, charging price per fix
  • ManpowerGroup Solutions now operates as a seamless extension of our client’s own internal scheduling team. We receive all service calls directly and schedule engineers with full UK coverage
  • As a true Talent Based Outsourcing (TBO) solution, we employ 180 engineers on a monthly-paid, permanent contract of employment
  • As our partnership with our client has developed over the years, we have taken on a number of added responsibilities to reduce their management burden and enhance our service offering. This now includes the delivery of a training programme to all new engineers, conducted over 9 – 12 months.

Results

Our solution has driven the following results:

  • Reduction in total cost of delivery
  • Increase in efficiency
  • Decreased cost of inventory
  • Increased productivity through scheduling efficiencies
  • Increase in customer satisfaction.
  • Since the transition, our client has seen a 15-18% reduction in costs, and productivity has increased by more than 10%.

With an average time to fix of under five hours for the past three years, our team of Engineers answered over 1,740 visits and 100,000+ calls across 2014.

15%+

reduction in costs for our client

1,740

visits from our team of Engineers in 2014

100,000+

calls answered

99%

pass rate of new engineers on training programme

“The value-add is the flexibility of a retained workforce managed through the Managed Services Contract. This provides us with a cost effective solution for our customers.

 

“The key to our partnership and relationship is the open communication. The relationship is based on teamwork and maintaining a positive relationship. As we continue to do that the contract can only get better.”

 

– Service Partner & Logistics Manager