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Just some of the work we do...

Client

A US based Technology Consultancy Business

Requirements

The client had recently been successful in winning a new multi-year contract with a global service provider. Part of the contractual requirement was that the client would need to build a new communications practice in a number of locations across Europe (Germany, Spain & the UK). The communications practice would an extension of an existing practice that was based in the US.

Due to the time constraints relating to the end customer contract and the fact that the client did not yet have a physical trading presence in Europe, they wanted to investigate if they could partner with an organisation that could quickly build and provide the service within short timescales (3 months), whilst they focused on other key business initiatives in the US and APAC.

The client had planned that they would set-up in Europe within 12 months at which point they would migrate the 3rd party delivered communications practice into the newly formed European business unit.

Challenge

There were a number of key challenges that needed to be addressed in order to help the client achieve a successful outcome, which amounted to:

  1. Timescales – within 3 months we had to be fully operational in 3 European locations, which covered the identification and recruitment of the team, agreeing & developing the overall service, commercials, operational contracts and functions.
  2. Personnel – The consultants needed to have specific expertise/proven experience in delivering large scale telecoms projects for fixed line service providers, as well being bilingual so they could effectively communicate with the existing US Communications Practice.
  3. Geography – Identifying, interviewing, recruiting and on-boarding 10 consultants that would be based in Germany, Spain and the UK.
Solution

C-Serv carried out an in-depth consultation exercise with the Client which resulted in the following outputs:

  1. Agreed a Memorandum of Understanding (MoU), which enabled C-Serv to quickly commence the consultant hiring & identification process whilst a formal Statement of Works was being documented and agreed.
  2. C-Serv put in place a dedicated team headed up by a Program Service Manager to identify and build out the consultant team for the project engagement.
  3. Conducted workshop’s with the customer to fully define all of the requirements, which led to the output of a Statement of Works.
  4. The SoW detailed all aspects of the European Communications Practice deliverables. This ensured that we had correctly understood the requirement and that the correct expectations were set on both sides. This covered amongst other key points; SLA’s, KPI’s, time lines, program integration plan, management reporting, escalation processes, and future outline on transition planning.

 

Stage 1

C-Serv was able to build out the consultant team from a combination of known associate consultants and additional resources identified in specific locations.

Stage 2

The new European communications practice was identified and mobilised within the agreed timelines that enable the client to meet their contractual requirements

Stage 3

Reporting lines into the clients’ Communication Practice in the US were established and the team were able to operate in a seamless manner with the client and the end customer.

Stage 4

After a period of 12 months we worked with the client to fully define and agree the transition of the communications practice over to the clients’ newly formed European operation.

Value

The client was able to meet immediate customer contractual requirements within agreed timescales which meant that they did not face SLA penalty clauses.

 

C-Serv was able to demonstrate to the client that they had the ability to access a partner who was able to quickly address and understand their business requirements, coupled with proven experience of executing the successful delivery of customer projects on their behalf as a seamless extension of their internal business function.

Client

A Global Technology Vendor focussed on Application Data Networking. The client has successfully grown market share year on year, and is recognised globally as a leader in their field.

Requirements

The client wanted to put in place a 3rd party service function which would augment their existing in- house technical services team to help with delivering their main stream technology.

The 3rd party services function would be trained to their same standard as in-house capability in order to maintain the high standards of delivery that their customers had grown to expect and the client expected.

This would help address a number of key strategies namely:

  • The ability help with current and future product delivery demands via a flexible resourcing model.
  • Enable the client to start up-skilling the in house technical team so they would be trained and ready to deliver future product developments to the market.
Challenge

The clients’ technology by nature is complex and a high degree of knowledge and experience is required in order to successfully implement a solution.

The key challenges were:

  1. The identification and selection of suitable consultants who would have the technical ability to succeed given product specific training and become operationally effective within 3 months.
  2. Development of a viable commercial model for both the client and C-Serv.
  3. The new 3rd party services function needed to achieve the same high-level of customer satisfaction scoring that the client’s in-house technical team attain.
Solution

C-Serv and the client embarked on carrying out a due diligence exercise on how we would approach the development and delivery of the service, which was segmented down into a phased methodical approach.

Stage 1 – Proof of Concept/Pilot

A joint statement of work (SOW) was developed, agreed and signed off for a proof of concept/pilot exercise.

This covered the following key aspects and deliverables:

  • Commercial framework
  • Consultant selection and hiring process
  • Training and development plans
  • Roles, responsibilities and key points of ownership
  • Escalation management
  • Reporting and measurement needs
  • Definition of success criteria and sign-off
  • Proof of Concept (PoC)/Pilot duration and target volumes
Stage 2 – Review of the Proof of Concept Pilot Phase

Initiated both during and following the completion of the proof of concept pilot phase (duration – 6 consecutive months).

Throughout the pilot, regular review meetings were held and where required, adjustments to the services model were addressed quickly and effectively aligned to the overall goals of the pilot. Following completion of the PoC/Pilot both parties carried out a thorough review to identify if we had jointly achieved the success criteria as defined within the SoW. In addition, we also carried out a lessons learnt exercise that could be carried forward should the client proceed with a full production roll-out of the service.

Stage 3 – Full Production roll-out out of the Service

Following formal agreement from the customer that the proof of concept pilot phase had been deemed a success and that it had been signed off, the full scale roll-out commenced.

A new SoW was developed and agreed which included the adjustments and refinements identified from the lessons learnt during the PoC Pilot phase.

In addition a multi-year contract was agreed and the new service was implemented across North America.

Value

The client was able to quicker meet immediate customer requirements and help drive revenue in region via utilisation of the 3rd party services model. This then enabled them in the background to focus on how they would build out the in-country functions which would eventually take over the running of the communications practice and help deliver additional customer requirements around emerging technologies within their portfolio.

As a consequence, the client then had the ability to access a partner in C-Serv who had a clear understanding of their business and operational process, who had proven experience of successfully executing the delivery of customer projects on their behalf. This enabled them to quickly scale resource to meet new project demands in an efficient and cost effective manner.

Client

A Global Technology Vendor with a division that is focussed on providing Diameter Signalling Routing Solutions to the global Service Provider market.

Requirements

The client was rapidly expanding globally due to demand for their technology, which was creating scaling issues with the delivery of customer projects.

Due to the nature of the technology, the niche skills required to design and deploy were in short supply in the market place. Additionally the client needed to overcome internal challenges related to head-count restrictions impacting delivery requirements.

It was recognised that they needed to develop a flexible resourcing model which could help them address the key concerns and allow them meet current demands and flex on future requirements.

The existing channels via which their technology was delivered to end users was considered, but it was viewed that it could cause conflict and as such needed a non-competitive service delivery mechanism, which would mitigate any possible future channel risks and challenges.

The client made the decision to review the market and find a partner who could help develop a “White Label” managed service to assist with their requirements.

APAC was chosen as the initial region to test the viability of the program before rolling out to the Americas and EMEA.

Challenge

The main challenges were related to skills availability, training, geography, and timing:

  1. Skills – The clients’ technology (Diameter Signalling Solutions), was quite new to the market, as such the specific skilled consultants were difficult to find that had the right blend of Service Provider experience comprising of a number of technology strengths ranging from IP, IMS, 3G, Diameter, Linux and Scripting.
  2. Training – due to client specific Diameter knowledge required by the consultants, a robust training program was agreed which was a combination of both classroom and field based mentoring.
  3. Geography – APAC was the region that C-Serv needed to build a viable model in, deploying local resources, whilst ensuring that the employment solution was legally compliant in the chosen locations (Australia, China, & Singapore)
  4. Timing – the client had struggled to find way of developing this resource pool internally, so by the time we had entered into the program ‘time was of the essence’, firstly to establish a viable list of consultants for joint screening and also ensuring that the local trading models were established and ready to go within a 3 month time period.

Solution

C-Serv carried out a consultation exercise with the client to fully understand the intricacies of their business and the challenges that needed to be addressed, which was broken down into the following elements:

Stage 1 – APAC Statement of Works (SoW).

The SoW aligned to a pre-agreed MSA framework agreement; this covered the following key aspects and deliverables:

  • Commercial framework
  • Selection and hiring process
  • Training and development plans
  • Roles, responsibilities and key points of ownership
  • Escalation management
  • Reporting and measurement needs
  • Definition of success criteria and sign-off

The key challenge for C-Serv was been able to identify and hire the right type of consultant, so we developed a joint process with our client to ensure that this could be successfully achieved at the right commercial model to make the service viable for both organisations.

Stage 2 – Delivery & Execution of service

Following sign-off and agreement of the Statement of Works, C-Serv were able to go-live with the service with 8 weeks.

What this meant was that we able to identify and build out capability in Australia, Singapore and China, and commence the initial classroom based training during this period. In addition C-Serv were able to put in a place a commercial & logistical process, to ensure that we would be a fully compliant employer in each location and able to fully support our team.

Following the initial training phase, the consultants were moved to the next phase of training whereby they were assigned to projects with lead consultants from the client to complete the next phase of their training and development plan required to become operationally effective within 4-6 months.

Stage 3 – Full Production roll-out of the Service

Following a 6 month review of the service between C-Serv and their client, a decision was made to extend the service into the US and EMEA based on a multi-year contract term.

Value

C-Serv was able to clearly identify the key business requirements that our client needed to address and as consequence put in place a program that addressed both the ‘here and now’ and more importantly provide the future scalability to ensure delivery of their technology within pre-agreed timescales.

The initial program was initiated and delivering against requirements ahead of schedule, which allowed the customer to focus on other key business requirements.