Ensuring Business Continuity
Consultant
Nick Whitfield
Our client had senior subject matter experts (SMEs) deployed on client sites globally. However, due to internal employment restrictions, these SMEs could only be assigned to a project for a maximum period. This limitation created challenges in maintaining continuity of service delivery, ultimately contributing to a decline in the client’s Net Promoter Score.
Solution
Penta leveraged its global network of specialist-skilled professionals for long-term engagements. This removed the limitations of fixed-term contracts & ensured continuity for our client and its customers. Through our Service Delivery Managers (SDMs) Penta assumed responsibility for ongoing admin and handling of resources. Our SDMs & resources collaborate closely to optimise their utilisation and serve as a comms bridge between our client and delivery teams.
Results
Grew managed resources from 5 to 150. Grew initial 3-year agreement into a 6-year Managed Service.
Future growth will take our resources to 600 globally with the client.
Now ranked as one of the client’s most strategic partners in Europe and among its top three globally.
Case Studies
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