OWNING CHANGE IN DATA MANAGEMENT
This market leading technology company is transforming the world of data management. Enabling their clients to monitor and analyse data to make informed data driven decisions that deliver business outcomes. Headquartered in the United States this company has over 27 offices worldwide.
The proposition:Destination Australia
Customer service doesn’t stop when the sun goes down. It’s a 24/7 need. To deliver 24/7 support to their global cloud product customer base, our client needed to build a team to support a follow-the-sun model.
Looking to stand up a team of seven CNOC Engineers by January 2020 in their existing US operations, costs and competition for talent led our client to explore alternative locations around the globe. With existing operations in Australia, Sydney was the preferred location from which to support their customers.
With global capability, proven expertise, and delivery that had already met expectations. TEKsystems was ready to deliver.
Our proposal:Time is of the essence
Time is a critical factor in any project, and this one was no different. Leveraging our global partnership TEKsystems liaised with counterparts in the US to ensure we could emulate their success. The client's global manager travelled to Sydney from the US for one week to interview potential consultants, therefore it was integral that we understood the exact requirements of the client.
How did we do that? Technical testing that verified expertise. References checks to validate previous performance. In depth screening to ensure alignment to client needs. These activities enabled us to prepare 15+ candidates ready to meet with the global manager.
The result – a streamlined process where one interview with each candidate was all it took to select the seven best consultants for the client’s needs.
January 2020, and the newest team of CNOC Engineers in our clients ‘follow the sun’ customer service model were ready to go. The global manager travelled to Sydney once more to train the team and get things rolling, before heading back to the US.
Managing any team can be challenging but managing from offshore is even harder. Instead of adding to the local headcount (and cost), TEKsystems took on the heavy lifting. Taking a managed team approach, our dedicated delivery lead oversaw the project and delivered:
- End to end onboarding and offboarding
- Monthly Consultant performance feedback
- Burn-down reporting and project financials
Customer service with pace. The new team have helped reduce the resolution time of their customer incident reports.
With this programme of work our client has improved their operational efficiencies and reduced cost overheads. Now the next phase of growth begins. Together.