How we used creative MSP solutions for an IT services company

How we used creative MSP solutions for an IT services company


A case of creativity

Our customer, a top ten IT services firm, provides business consulting, information technology and outsourcing services.

Having contingent programme contracts with hundreds of end customers, programme quality is key to success.

The challenge

Risk and compliance concerns

With a substantial number of MSAs and SLAs to maintain, speed to submit and compliance support were top concerns.

Our customer needed overall insight and guidance around their complex contingent worker programme, so we developed a solution that allowed us to be agile and innovative.

How we helped

Creative solutions to match end customer needs

We started by building teams specialised in high-volume end customers, on-boarding, and auditing.

The teams have assigned team members, specific supplier groupings, and VMS automated pipelines, allowing them to build creative solutions specific to their end-customer.

The teams often pilot their creative solutions, and if successful it is rolled out to other end-customers when applicable.

These piloted solutions have included sourcing solutions, job fairs, and interviewing programmes.

As speed to submit was a concern, the teams identified key and consistent skill sets and created talent pools within the VMS.

Because of the smaller supplier groupings and their understanding of the end customer, the supplier partners are committed to replenishing the talent pipeline and removing candidates that are no longer available.

To address compliance, our dedicated on-boarding and audit teams built an extensive matrix process to ensure that all new hires adhere to the MSA of the specific end-customer.

Background checks, drug tests, and new hire paperwork are all catered to the exact customer as well.

Our teams independently audit new workers each quarter, and our customer audits our records on a quarterly basis – since launch, we’ve never failed an audit.

Lastly, in an environment so complex and rich with different contracts and metrics, we recognised the need to train several team members on Lean Six Sigma methodologies.

To date, the programme has 4 green belt certified and 1 black belt certified team members, with plans to train more.

This training allows our team to remove redundancies and create efficient and innovative processes. Our team has become more agile and creative with customer designs and pilots.


Agile and compliant, yielding great results

We have cut our customer’s time to fill metric (request created to offer accepted) by 50% – from 16 days to eight days within our team portfolio.

Our customer is no longer losing to competition due to speed to submit.

This reduction was endorsed by the creative solutions for end customers, dedicated supply and programme teams, and skills forecasting.

Because of our efficient and streamlined processes, the customer was able to reduce their internal management team supporting the Contingent Worker programme and redeploy them to other parts of their business that needed more attention.

In a short period of time, we have gained our customer’s trust, innovated their hiring processes, and mitigated risks with full compliance throughout the programme.