The Opportunity - To identify a new supplier to deliver complex call centre services for our new customer Radioactive Waste Management (RWM).
It was essential that the supplier could deliver an agile and niche SoW with a key focus on deliverables and outputs to ensure RWM continued to produce an efficient service to the public.
The supplier needed to provide an onsite presence at the RMW head office in Didcot.
The customer had concerns that only a local supplier to the OX11 postcode would be able to support their requirement.
PSR SOW Supplier Management used the RFI to present information and facts to the customer to give a market view of suppliers who can successfully deliver their SOW requirements.
The customer was extremely satisfied with the outcome of the research and the process we followed to support them which has increased their trust in our advice so when appointing this supplier, they immediately labelled it as a: “no brainer”.
Our solution was two-fold :
1. Run an RFI including suppliers from the existing supply base and new suppliers to the PSR SOW service; assessing the suppliers capabilities to build a call centre of specific skills and work inside an SOW module.
2. Only include suppliers who can provide very agile professional services with SOW capabilities and experience, while including some who are not entirely local to Oxford, but have good capability nationwide as they’re more likely to be successful than a typical services supplier or a smaller, local supplier.
We contacted 19 suppliers, analysed their responses and invited those with the required capability to have an exploratory call with the customer.
Following the calls, the customer selected our highest recommended supplier from the RFI who was also an existing PSR SOW supplier. They met with the supplier to explore the need and requirement further before commencement of the SOW.