Customer Story: Elevating Managed Services

Opportunity

An enterprise company desired to unify their product team by transforming an incongruent group of vendors into a managed service. Success would be defined as the group meshing seamlessly with internal and external stakeholders, managing an annual portfolio of more than 100 products on multiple platforms, and immediately delivering process improvement gains with a measurable positive impact.

Multiple vendor companies were operating across project management, engineering, audio, and test functions that supported product localization. The environment was characterized as having excessive overhead and redundancy, while lacking effective vendor-manager oversight. Complicating the situation was the existing siloed approach to solutions. Vendors took initiative to act independently on their work streams instead of collaborating with team members. Tension had developed between the separate functions, which detracted from productivity, creativity, and morale.

Approach

After learning about the client’s challenges and providing a recommended approach, Loft9 was brought onboard to deliver the managed service. Loft9 provided a team of international project managers, test project managers, engineers, and audio leads. The team worked with the client’s internal and external stakeholders, and provided the development, support, process optimization, business intelligence, data mining, and reporting tools needed to deliver the products for on-time release.

The approach to the project, right-sizing the team resourcing, and solid delivery by the Loft9 team established trust with the client. The team management and oversight previously required of the client’s team was no longer necessary. This freed up time, allowing the client to repurpose their team’s efforts elsewhere while Loft9 assumed centralized leadership for the managed services team. During the setup and execution of the project, Loft9 intentionally worked to build a cohesive team culture to increase quality, retention, and client satisfaction.

The team management and oversight previously required of the client’s team was no longer necessary. This freed up time, allowing the client to repurpose their team’s efforts elsewhere while Loft9 assumed centralized leadership for the managed services team.

        

Success

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Reduction in Headcount

%

Improvement in Output

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Increase in Satisfaction

The client called the Loft9 team, “the best managed service we worked with.” The positive feedback was attributed to improvements in team culture and moral and an optimized team that constituted a 27% reduction in headcount while delivering a 22% improvement in the project output. While delivering via the managed service team model, Loft9 achieved this outcome by utilizing process improvement assessment and implementation, education of all parties involved, team members achieving formal certifications, and focused cultural team building. Additionally, Loft9 delivery of the managed service resulted in the client’s overall satisfaction increasing by 24%.