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A Story of Owning Change

A Single-Source Solution

Global IT service provider reduces the number of vendors and gain control over work quality to support their global customer.


IT resources efficiently deployed


resource retention for full project duration

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Our client, a global IT service provider, recently experienced challenges while supporting one of their global customers in Japan.

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The Challenge:Global Customer Support

Our client does not have a local branch in Japan and partnered with multiple vendors for local support, which resulted in different levels of skill, poor fit and high attrition. They wanted to rectify this problem immediately to reduce the number of vendors, gain control over work quality and establish a long-term partnership with a single vendor in Japan.

Our proposal:A Personalised Approach

We created a plan to efficiently offboard the incumbent vendors and identify the right talent for the client’s project. We proposed a smooth ongoing transition of existing resources, capturing project knowledge, and converting resources as required

To stay within budget, we recommended the use of less experienced resources and upskilling them to meet requirements. We built a bespoke employee value proposition to attract these candidates, focusing on the benefits of career growth and international exposure.

Finally, we focused on staying a true partner to our client, seeking to understand their challenges and providing strategies on how to improve service levels for the long-term.

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Real-world Results

We efficiently transitioned the client’s existing team and onboarded our skilled consultants. To minimise impact on day-to-day operations, we utilised an incremental process, transitioning one resource at a time and making sure to capture and retain key project knowledge.

Leveraging the above process, we established a local project team of five consultants. Each resource was able to hit the ground running almost immediately, receiving great feedback from the client and their global customer.

The team made significant improvements to service levels, solving tickets much faster than previously and staying in constant communication with the client’s business.

To ensure continuity of service, we created a knowledge transfer manual, providing the information required to maintain service levels when new team members step in.

Our three-year Haken contract has reached successful completion, with 80% of resources staying for the full duration.

Due to our success, the client extended our partnership to establish a new project team with four new resources and one from the original project.