MSP programme powered by technology

How we built a technology-enabled MSP powerhouse


Client in need of a fully scalable delivery engine

Our customer, an automotive technology company, was struggling with the scalability of their contingent worker operations. The incumbent provider’s delivery wasn’t satisfactory, and our client decided to search the market for a trusted partner who could build an efficient MSP model powered by a VMS with essential integration features.

The challenge

Seamlessly transitioning to our enhanced MSP model

The client needed a clear roadmap of how we plan to take their so-far transactional MSP to a technology-enabled MSP 2.0. The challenge was to guide and execute a painless transition and ensure that we eliminated delivery gaps left by the previous provider. We worked with our VMS partner to build a best-in-class MSP set-up that could fully support our customer’s global expansion.

The transition involved 400 contingent workers managed by the customer’s incumbent provider and additional 200 workers reclassified from SOW to staff augmentation. We also onboarded further 300 workers who were not managed through the previous MSP.

How we helped

A fully integrated implementation that led to a successful go-live

Pontoon’s team created ten workstreams to cover all key transition areas, including process, technology, and change & communication. We designed a meeting cadence to discuss progress and address potential risks and issues before they became a concern, including a minimum of weekly calls with each workstream. We wanted to ensure everyone stayed ahead of the curve at every touchpoint.

We met regularly with our VMS partners during the Design, Construct and Deploy phases to fully align on optimising the tool’s configuration per the customer’s needs. The Design phase was crucial for adapting technology to fit the client’s requirements and align with their processes and tools. Integration with Workday’s HCM solution was essential to ensure the customer received a seamless management experience. Our VMS partners enabled their native Workday connectors to create one platform for planning, managing, and analysing the client’s workforce. During the platform’s testing, we had daily calls to review and solve potential errors immediately.

Pontoon’s MSP service went live successfully as planned. Our programme and VMS tech support teams were fully trained in the VMS specifics and the customer’s end-to-end processes. The easy-to-configure VMS platform allowed the tech support team to self-service when changes needed to be made. We regularly engaged with our VMS partners to resolve issues and address potential system enhancements.


Building a delivery model tailored to our client's needs

Pontoon revamped the customer’s legacy MSP programme to enable a scalable delivery that addressed all client needs, fully supported by industry-leading VMS technology.

In cooperation with our VMS partners, we simplified processes, enhanced workflows and reduced admin tasks, improving user experience and ensuring painless delivery. VMS tech enabled an integrated approach to managing all types of workers, which powered up Pontoon’s holistic talent strategy. We can now efficiently source and manage the entire extended workforce, supporting the client with demand planning and providing complete visibility into labour costs. We can quickly solve immediate talent gaps and build fluid talent pipelines to cover evolving business needs.

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