“Our relationship with Microland continues to grow at a rapid pace. Thanks to their strong service delivery capabilities, flexible approach and process expertise, we have been able to provide significant benefits to our customers. We continue to look towards Microland as a strategic partner”  Offshore Partner Manager

The Client:

The client is a services and outsourcing company headquartered in United Kingdom and has been delivering essential public services for more than 40 years. Itemploys more than 70,000 people across 30 countries.

The client offers innovative solutions that help the government to improve services across many areas of public life, from justice to healthcare, education to defense.The client is listed on the London Stock Exchange and is a constituent of the FTSE 100 Index.

Situational Analysis:

A critical component in the client’s business model is to maintain high rebid and new customer win rates. Achieving this meant building long-term relationships with the customers and also meeting - and more often exceeding – the customer expectations.

To enable this, the client wanted to create an IT Infrastructure services support model that could be offered as a standardized service to its diverse range of enterprise customers.

The objectives of this initiative were

1. Expansion of the services to the end customers on a 24x7 model
2. Partnering long term with an IT infrastructure services provider who could standardize the service offerings, expand and assist with redesigning the service catalogue and create a technology roadmap for the future
3. Create a shared services model for technology support and further leverage this platform as the core service differentiator to win new enterprise customers
4. Realize significant savings in the long term through the shared service model and redirect the savings delivered from the engagement into customer facing programs

Solution:

In 2005, Microland set up a dedicated state of the art Offshore Management Center (OMC) for managing the client’s IT infrastructure backbone.  Microland also integrated real time service governance and reporting portal to ensure transparency and confidence in remote operations.

This was followed by setting up of a dedicated service excellence team that assisted the client in their customer facing service catalog redesign and pre-sales process.

Microland extensively leveraged its service delivery platform “smartcenter” which offered a flexible, multi-tenanted, multi-technology delivery model to the client. The platform offered an industrialized service delivery model that supported output / outcome-based pricing models. 

Success Metrics:

Total Cost of Ownership (TCO) Reduction- The client’s TCO was reduced by over 35% through a combination of hybrid delivery models, process excellence and year-on-year productivity gains

IT – Business Alignment- Creation of an agile and flexible shared services model enabled the client to seamlessly integrate new end customers faster and deliver superior end customer satisfaction.
A standardized catalogue and a predictable cost model accelerated the Go-To-Market (GTM) initiatives of the client.

High Performance- A reduction in Mean Time to Recovery (MTTR) by 25 % and average incidents per device by 70% was achieved.

For more information on Microland Limited, write to TransformIT@microland.com or visit www.microland.com