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There are many reasons why organisations outsource their key functions. Customer service and seeking cost savings are high on the list.
The way an organisation approaches outsourcing will have an impact on the outcome for the organisation. Cost savings aren't a given, however, for organisations that get it right, not only can they save money, they can also achieve process improvements and better experiences for customers.
The relationship between a supplier and its client is the most important factor in determining whether an outsourcing agreement delivers the desired outcomes.
Achieving an outcome where both parties are successful will support a longer, and more fruitful, relationship. It will amplify cost efficiencies over time and allow for innovative solutions that respond to the needs of the business.
In our experience, the principles of the commercial framework are a critical foundation for how suppliers and clients work together. In partnership with our clients, we design to the following principles:
In any outsourcing agreement, we believe the clarity of expectations and goals is absolutely critical to success.
When suppliers and clients engage with a clear understanding of the objectives that are to be achieved, how success will be measured, and a willingness to invest in building an enduring relationship, that is when they will be successful in unlocking unrealised value.
James Johnstone is Datacom’s head of commercial strategy for our Connect business. He is passionate about combining his experience in IT and customer service to advise on how to improve the service experience for our client’s customers.