Customer Service Outsourcing
Context & Objective
The client wanted to issue and complete an RFP for the Nordic market with the goal of achieving improved quality at maintained cost.
Approach & Result
PIR was assigned to lead and coach a customer team to outsource the frontline customer service to a number of Nordic service providers for operations in 5 countries. This included the design of contractual and commercial framework with the client's Legal and Commercial teams, the design and execution of the go to market strategy, and the RFP process. PIR was also the lead negotiator and provided competition maintenance tactics. The team managed to successfully negotiate multiple framework agreements to enable service delivery to time-critical markets within an accelerated timeline, while also ensuring scalability and competitive pressure for the remaining market scopes to be awarded. This resluted in approximately 20% cost reduction compared to baseline.