Financial Case Study
Cost Reduction of IT Support at a Large US Bank
Today’s economic situation has demanded large corporations, especially in the financial sector, to find ways to reduce IT operating costs. The challenge for many companies is finding a vendor that can deliver the quality of support services that they need, and also be able to reduce those support cost. Not an easy objective! Our client’s Assistant VP of Systems/Services at this New York City-based Bank stated that, “we strive to reduce costs and leverage strategic vendors that can add significant value in helping us achieve our technical and economic goals. Endeavor Services Group is one such vendor that we leverage to assist us with our objectives.”
In September of 2003, Endeavor Services Group was successful in providing this particular client with a Flex Service Agreement that enabled them to reduce their monthly maintenance costs with relation to legacy VMS IT infrastructure by 28%, day one.
-Day One cost reduction of 28%
-Services in line with their business goals
-Superior Quality of Service and expertise
Our client stated that, “We value the dimension and flexibility that Endeavor Services Group brings to the table. We leverage their technical acumen regularly with regard to configurations and other consultative issues within our IT infrastructure. We have been able to span our beliefs into Endeavor Services Group’s CRISP methodology,” they concluded.
Healthcare Case Study #1
Customer Satisfaction Job One: CRISP Methodologies helps keep our Customer Satisfaction rating High.
As a remotely located Upstate New York Hospital, getting quality service from their OEM or third party companies was, as they felt, “nearly impossible”. They had been tolerating shoddy service from their OEM for far too long. Fed up and looking for a vendor that would deliver the timely service their critical care facility requires and deserves, they turned to Endeavor Services Group to propose a cost effective service solution.
Deliver customer satisfaction and quality service by exceeding our Flex Support Agreement service levels and reduce the down time instances; through timely repairs, proactive hardware management and maintenance.
By reviewing the current IT environment, existing contracts and their service requirements, we were able to propose a CRISP (Cost Reduction Implementation Service Process) Solution that would ensure a reduction in IT support cost, simplify the support process and protect their existing IT investment. Due to the remote location sparing critical hardware components onsite or near by at a parts depot was critical in allowing us to reduce the down time instances and exceed the Flex Support Agreement requirements.
- Reduce cost with a Flex Service Agreements
- Implement a standardized hardware protocol
- Have dedicated technical resources within service call area familiar with the environment
- Spare parts onsite or at local depots
- Service levels made appropriate for all departments and Locations
- One call, one dedicated service provider committed to Customer Satisfaction
- Implement a standardized hardware protocol
- Have dedicated technical resources within service call area familiar with the environment
- Spare parts onsite or at local depots
- Service levels made appropriate for all departments and Locations
- One call, one dedicated service provider committed to Customer Satisfaction
Healthcare Case Study #2
Faced with the choice of cutting services or cutting some of their staff, one Health Care Provider chose a third option… Reduce IT support cost with a Flex Support Agreement and keep both the quality of service and their dedicated staff.
Despite the fact our client is a leading Health Care Provider with 25 hospitals and clinics located in both PA and NY State, budgetary restrictions were taking a toll on their IT departments. Getting frustrated with the yearly cuts and budgetary shortfalls the hospitals were seeing, the IT directors needed to come up with additional funds somewhere or be faced with the choice of cutting end user services or one or more of their dedicated staff! They found the funds they needed within their existing capital budget, thanks to Endeavor Services Group.
From the customers perspective they needed a way of reducing IT expenses to prevent layoffs, while still receiving the quality of service and support they required as a large Health Care Provider. As a services provider, Endeavor’s goal was to meet or exceed the client’s expectation by implementing our CRISP methodologies to reduce not only their IT costs, but also their down-time instances with timely repairs, proactive hardware management and expert maintenance support.
By reviewing the current IT environment, existing contracts and their service requirements, we were able to propose a CRISP (Cost Reduction Implementation Service Process) Solution that would ensure a reduction in IT support cost, simplify the support process and protect their existing IT investment. Due to the remote location in upstate New York, it was obvious that “sparing” the most critical hardware components onsite or near by at a parts depot was paramount in allowing us to reduce the down time instances and exceed the Flex Support Agreement requirements
- Reduced cost, day one with our Multi-Vendor Flex Service Agreements
- Service levels made appropriate for all departments and locations
- Have dedicated local technical resources, familiar with the environment
- Placed spare parts onsite and at local depot
- Offer one call to one dedicated service provider, committed to Customer Satisfaction
- Service levels made appropriate for all departments and locations
- Have dedicated local technical resources, familiar with the environment
- Placed spare parts onsite and at local depot
- Offer one call to one dedicated service provider, committed to Customer Satisfaction
Our Multi-Vendor contract consolidation approach allowed all the contracts to be tied under a single Flex Service Agreement. A single call provides hardware and software support to all locations, simply and easily. It also reduced cost and administration time to manage hardware break-fix issues. The customer has saved more then 25% off their IT budget, 2 years in a row. By consolidating their support contracts through this action, it allowed further administrative benefits and Multi-Flex discounts. Their CIO indicated that “By implementing a Flex Agreement, we have been able to free up both capital and additional internal resources to address more mission critical issues”.
Manufacturing Case Study
Cost Reduction through Multi-Vendor Contract Consolidation under a Flex Service Agreement
Like most large companies that are growing through acquisitions of other companies, this manufacturing client utilized multiple hardware vendors within their IT environment across several locations; including Compaq/HP, DELL, SUN and IBM Midrange UNIX Servers.
After an initial CRISP Analysis and a contract audit, we were able to ascertain that there were a number of hardware maintenance contracts in place. Not only with each of the hardware vendors, but also multiple contracts existing within a single supplier. These contracts were being renewed at different times, by different department managers or different departments and subsidiaries within the company. Both the company and supplier treated each contract as a separate entity. Therefore, each contract attracted different discounts and had different escalation support levels. All this, lead to poor service delivery as well as more costly support by the hardware vendors and their service subcontractors.
By consolidation all contracts under single Flex Services Agreement Endeavor Services Group was able to fulfill all three of our primary objectives; to reduce their IT cost day one, simplify their IT support services process, and leverage their existing IT investment.
- Merged contracts into one single Flex Service Agreement
- Payments standardized
- Discounts standardized
- Contracts set up so they are co-terminus
- Service levels made appropriate for all departments and Locations
- One Call, one dedicated service provider across their IT enterprise
- Payments standardized
- Discounts standardized
- Contracts set up so they are co-terminus
- Service levels made appropriate for all departments and Locations
- One Call, one dedicated service provider across their IT enterprise
With all the contracts tied under our Flex Service Agreement, a single call provides hardware support to all locations, simply and easily. It also reduced cost and administration time to manage hardware break-fix issues. The company saved 26% off their budgeted IT Support Contracts through this action, as the single contract allowed further benefits and discounts. Their CIO indicated that “By implementing a Flex Agreement, we have been able to free up both capital and internal resources to address other core IT issues”.
Service Provider Case Study
Cost Reduction through Multi-Vendor Contract Consolidation under a Flex Service Agreement
With organizations increasingly turning to outsourcing companies to manage their IT needs, this has offered Endeavor Services Group an opportunity to optimize a businesses resources and provide a distinct focus on internal projects that help increase revenue and productivity. One of our clients has emerged as an industry leader in credit collections market. With credit grantors from North America to Europe, they provide strategic recovery solutions for both consumers and commercial referrals, with services for all size companies on a local, regional, and national basis. To continue to stay on top this client continually invests in the latest system solutions available to achieve superior performance.
For several years, they had been paying top end dollars for hardware maintenance from two separate companies; a software support contract for VMS from one, as well as a system administrator service contract with another company. This legacy environment was costing them well over $175,000 per year to support.
After a thorough hardware and systems analysis, Endeavor Services Group has developed a program that not only brought the cost down by 33% but improved overall performance. “We have increased our system speed and capacity two-to-three fold since they have taken over the data center. Our system downtime has been reduced to scheduled downtimes and they help with IT strategic planning as part of their Flex service,” states their satisfied CTO.
- Cost Reduction of 33%
- Annual Savings of $57,750
- Simplified contract management through Endeavor Services Group
- Reduced downtime and improved end user satisfaction
- Annual Savings of $57,750
- Simplified contract management through Endeavor Services Group
- Reduced downtime and improved end user satisfaction
Their CTO continues, “Being a large credit collections company, our business’ success is based on system availability, responsiveness and growth. We have been adding clients at a blistering pace and Endeavor’s technical staff has been able to keep up with our demands. We’ve benefited well on their Flex Service Program.”