Technology

Technology Sector Case Study

Hewlett-Packard

Requirements

Following a decision by HP to select a new outsource partner to manage their Teleweb contact centre in the UK, TSC were selected from a shortlist of Global outsourcers as the preferred partner for this key business function.
TSC were required to manage the operation as an “in source” model within HP’s own business premises using HP’s existing technology.
TSC were tasked with ensuring the smooth transfer of 250 existing employees from the previous outsource partner, with the added challenge of achieving this transition in ‘tandem’ with a physical move from a City Centre location to the HP Campus located almost 16 miles away.

Solutions

Early engagement of an experienced project team ahead of the transfer date ensured a flawless transition with no disruption to service or impact to revenue.
Creative solutions were required, and were put in place to ensure the optimum number of employees were successfully transferred to the location, these included arranging transportation to and from the new HP Campus, and an initiative to assist non-drivers by supporting “intensive driving courses” and organised car pooling.

Results

Meticulous planning and collaboration between TSC and HP prior to the move ensured a successful transition on day one of the project, which appeared “seamless” to HP’s customers and partners.
HP had agreed three key performance indicators in advance of the move, which, if met, would signal success in the transition phase of the project. All three KPI’s were met by TSC within the agreed timescales.

Company Overview

HP delivers vital technology for business and life.
A $4 billion annual R&D investment fuels the invention of products, solutions and new technologies, so that they can better serve customers and enter new markets. HP employs 140,000 employees in 178 countries worldwide. Combined revenues were £79.9 billion in the last fiscal year.