Business Challenge
A department store chain with over 1,100 stores across the U.S. was using multiple vendors to supply staff to its two data centers in a major metropolitan area. The client wanted to consolidate all staff under one vendor and expand onsite support at both data centers to 24/7, all while maintaining or exceeding existing service levels and taking on additional management tasks with the staff.
Solution
Experis leveraged its expertise across many areas of information technology and resourcing to plan and implement the solution, and then iterate on service improvements within that framework. Experis provided robust resourcing, screening, and onboarding support to transition the existing staff from their current staffing companies to Experis with zero disruption to their work or contract status, and with their pre-existing pay structure maintained.
- Structured a statement of work with service levels which aligned to the expectations they had set with their internal clients
- Data Center technicians provided onsite support 24/7 including monitoring via customer-provided industry standard tools
- Engagement manager provided oversight and identified efficiencies for current and future consultants
Results
The team has met and exceeded customer expectations in individual performance and customer service level agreements.
Over a 3-year period the Experis team delivered:
- 100% achievement of SLAs
- 99.98% compliance with 24x7 coverage
- 90%+ team retention
