Client: Business Process Outsourcing Services Provider
Service: Customer Intelligence, Pre-Tender Qualification
Geography: United Kingdom and India
Problem & Objective
Our client was unsure whether to tender for a global media organisation’s Finance and Accounting BPO contract because there was already an incumbent provider. The client needed to know the customer’s satisfaction with the incumbent, whether it favoured any particular bidder, and what its ‘hot button’ decision criteria were.
Research Challenge
The incumbent was a very large firm with a complex structure, which made it hard to identify the staff who were responsible for the BPO contract.
The Resolution
Intelligentsia interviewed our client’s staff and together we mapped the most important individuals at the customer and at the incumbent. We spoke to staff at both organisations which revealed that the customer was genuinely dissatisfied and wanted to change provider. Top criticisms of the incumbent were that it did not adopt a partnering approach and it did not have a continuous improvement mindset.
What the customer most wanted from its future provider was a partner and innovator that would share financial savings. The favourite was a vendor that had been shortlisted in the previous tender; but we learnt that the customer would prefer a provider that had onshore customer service personnel which the favourite did not have, but our client did.
Our Intelligence Report profiled the prospective customer and its key executives, the contract’s status, the procurement process, the customer’s dissatisfaction with its incumbent supplier, the changes it wanted from its new provider, the favourite and its offshoring vulnerability. We recommended that our client bid for the F&A tender.
The Result
As a result of Intelligentsia’s report, our client bid for the contract. It used the Intelligence to position its initial bid optimally against the competition. Our client was shortlisted and was eventually awarded the F&A contract which was worth £85m over 10 years.
