Outsourcing Strategy

Outsourcing Strategy

Focus on your core competencies and employ CX experts to manage your customers. Turn vendors into business partners.

Is Outsourcing Right For You

Is Outsourcing Right For You
The 7 steps of successful outsourcing

When we engage with a client who wants help to outsource (business processes or technology), our first question is “Why do you think outsourcing is right for you?” Quite often, cost savings are cited as the main reason for wanting to outsource and this can be a great benefit. However, in our experience, if cost savings is the only reason to outsource, this benefit is often mitigated by other issues, if the outsourcing strategy is not defined and designed correctly.

Our first step in consulting with a client for outsourcing strategy is to clearly define why you want to outsource and educate our clients on the 7 steps of successful outsourcing. If you get the fundamentals right, you will outsource the right things and realise the tangible benefits to your organisation…as well as save money.

Is Outsourcing Right For You
Sourcing The Right Partner

Sourcing The Right Partner
We turn vendors into business partners

At Remis, in the context of outsourcing, we do not like to use the word “vendors”. We use the term “business partners”. Outsourcing is as much about business fit as it is about the ability of the partner to deliver outcomes. Sourcing the right partner is crucial to the success of any outsourcing strategy and Remis employ a tested process to measure BPO and ITO organisational fit for your business. Our goal is to find the right business partner who will complement your organisation’s culture and operations and will stand the test of time to build a lasting business partnership that works with you as a business unit within your organisation.

We foster a collaborative business spirit and remove any notions of “them and us”. We have a growing network of strong relationships with international partners that have 300+ global sites operating in 63 countries.

Sourcing The Right Partner
Finding The Right Location

Finding The Right Location
Off, near or on-shore. We find the right location for you

Many factors will influence the decision to outsource your needs off, near or onshore. Our expertise creates the right balance for your organisation. Offshoring is usually seen as a cost reduction imperative, whilst near-shoring and on-shoring are perceived as the qualitative decision. This is not always true. The balance created in placing the right activities in the right locations can create a quality of service from your partner that can also be very cost effective.

Sourcing locations with native and strong near-native language skills is becoming more challenging over time as labour markets become saturated. We provide many years of experience in helping clients to get the best language fit.

Finding The Right Location
Commercial Engagement

Commercial Engagement
Contract & pricing management to deliver equitable outsourcing

The Master Service Agreement (MSA) is the overarching document that governs the terms of business between you and your business partner. Remis’ MSAs are adapted to each client and partner’s specific business needs. Our MSAs drive our philosophy of Equitable Outsourcing and delivers the long term partnership that will stand the test of time. Equitable Outsourcing must create value for you and for your partner. The Statement of Work (SOW) defines the service that is to be provided by your partner to defined services levels for a given price. Our approach takes one step further and seeks to understand what your organisation needs your partner to focus on primarily. If your primary focus is cost reduction or speed or quality of service, then the SOW must include service levels, organisational requirements and pricing models that drive the right behaviours from your partner; not inhibit those behaviours.

It has been said that negotiation is an art. At Remis, we believe that negotiation is an exercise in creating balance. Too often, clients’ negotiating efforts drive pricing to its lowest possible point, without realising that there is a point below which, the partner’s ability to deliver to their client’s expectations is compromised. Creating the right balance between the partner’s target profitability and your budgetary demands is where we excel.

Commercial Engagement
Organisational Alignment

Organisational Alignment
Connecting your organisation with your business partner

Once engaged, the best way for you to work effectively with your partner is to ensure that your organisations are aligned correctly. From senior stakeholders to front line operational teams and supporting roles, each operational unit must connect to its equivalent in your partner’s organisation. It has been proven that a strong relationship between counterparts delivers positive collaboration to achieve common goals. This is all about removing a “them and us” culture and embracing a “one team” attitude.

Remis has worked with many clients and outsource partner organisations to sponsor and embed those cultural philosophies, by creating working practices and processes that demonstrate tangible results. These results can only be realised when all levels of each organisation are aligned. So, we work to ensure that these principles are implemented from the top down. C-level client sponsors are connected with the outsource partner’s boardroom and that relationship is propagated down to every level of the operational delivery organisation on both sides.

Organisational Alignment
Migration

Migration
Handing over your business unit to your partner requires precision & execution

Migrating your organisation’s activity to your partner requires expertise in project management with a dedicated project team within your and your partner’s organisations. Our seasoned experience in migration of business processes to an outsource partner entails stakeholder management, definition of work streams and milestones, resource allocation, communication and reporting, risk management and cost controls. Managing a project that includes matrix management of internal and outsourced teams requires our expertise that has been developed across multiple migrations over many years.

Remis employ best practice processes and vigour to manage complementary teams in your organisation and that of your partner to control every aspect of the implementation. Our methods are tried and tested with global clients and are proven to minimise risk and execute on time.

Migration
Partner Management

Partner Management
Delivery to contract, with a healthy dose of value add

Remis employ proven methods to ensure your partner delivers to contract. But our approach is not just about making sure your partner delivers to the letter of the contract. After all, you outsource, not only to lower your costs; you outsource because the activities you are outsourcing are not your core competence. So, you need to learn something from the partnership to enhance your organisational capabilities.

And that is where Remis’ method will extract value add, where your internal partner management resources may not. Our relationships with most of the world’s largest outsource partners, allows us to leverage the trust and business tenure to achieve buy-in to deliver above and beyond the letter of the contract. If you are outsourcing your contact centre, you should not just expect your service levels to be delivered, you should expect to learn something about your customers, or how best to create a lean customer experience strategy and operational capability. Remis works with the partners you have placed your (and your customer’s) trust in to constantly push the boundaries of what they can do for you – and more often than not, we can achieve this at no additional cost to you.

If you are outsourcing your technology, Remis will ensure that your partner doesn’t just supply technology. We will help you partner with an organisation that understands how those technologies will deliver the benefits for your business. To do that, Remis facilitates the connectivity between technology and business so that IT staff truly understand your business and add value above and beyond the implementation of systems.

Partner Management

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