Customer Story: Navigating a Critical Sourcing Initiative

Opportunity

A multinational technology company found itself unable to meet current and future state business expectations because their existing telephony platform was no longer supporting it’s growing needs. The client tapped Loft9 to project manage a multimillion dollar global sourcing project to assist with the vendor selection, contract negotiations and system implementation for a full contact/call center solution.

Approach

The client asked Loft9 to lead the multi-million dollar RFP, end-to-end vendor sourcing/selection process and to drive all of the related project management initiatives required to align with the client’s long-term business goals/strategy. Loft9 worked with client teams to manage the entire selection process including stakeholder assessment, business analysis, definition of the sourcing process, authoring the RFP, selection documents and finally delicately negotiation needed support resulting in sign-off from key stakeholders.

Loft9 assisted with the vendor identification and selection process by implementing a cost-benefit analysis, leading contract negotiations implementing procurement/contracting best practices and working directly with the legal department to complete Master Service and Managed Services agreements that aligned with the sourcing needs/expectations of the organization.

Loft9 worked with client teams to manage the entire selection process.

        

Success

Loft9 project managed the successful selection of a supplier that aligned with the current goals as well as long-term strategy and cost expectations of the organization, helping manage the implementation process to make the transition as painless as possible for users. The cloud-based solution provided a full managed services model, increasing self-service automation, while implementing intelligent queuing and routing and simplifying operations management of the call center environment. In creating a formalized RFP and sourcing process that could be leveraged to reduce timelines for the company’s future engagements, the Loft9 team’s active collaboration and thoughtful execution delivered an elevated outcome for its client.