IT Service acquisition

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Challenge

The Client won a new service line outside of its existing territory.  The new account involved new customers distributed across a wide area that all needed to be quantified on business structures and technical structures, before integration into the client's laboratory order management system within a 12 month acquisition window.  The Client had hired a project manager to deliver this work but he pulled out within 6 months due to personal reasons. 

 

Solution

We were assigned to take over the project, prioritising this activity over a separate systems consolidation assignment we were already delivering for the same client.  The primary focus for the work was to get the job done within the remaining 6 months of the agreed deadline.  We achieved this through focused team work.   The outgoing project manager had hired a team of ~20 application support agents to drive the customer acquisition activity, but they were not well briefed or coordinated.   We resolved this gap as a priority to gain rapid improvements in pace and quality for the required work.   

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Results

We achieved a step change in output within 1 month, and were able to maintain that state across the following 5 months to deliver this work to deadline.