Vendor Management Strategy to New Customer Acquisition

Our scientific approach to vendor selection helped our client execute their outsourcing strategy to achieve: 40% LOWER COST OF ACQUISITION and 35% HIGHER SALES REVENUE.

Client Profile

The client is one of the largest and most successful domain registrar and web hosting companies worldwide. The client offers an extensive portfolio of IT solutions to small and medium enterprises.

Business Challenge

The client was looking to quickly double their outbound sales channel for new customer acquisitions in the US. With a current total capacity of 110 agents distributed among 15 vendors, sales performance was mixed. Only 5 centers were performing at an acceptable level and there was little success in the transfer of best practices from vendor to vendor. The client needed a proven and reliable methodology to identify, select, and ramp-up successful call centers in the US to ensure channel success.

Our Approach

Our team of outsourcing experts spent time with the client to review their current vendor selection process and to identify areas of opportunity to optimize the vendor management process. Through the discovery sessions, the lack of a formal selection process became evident. The client employed several methods to source new vendors; working directly with industry brokers, industry references, and by researching a web-generated database of companies through phone interviews. Based on these findings, our team developed a customized solution to align the client’s outsourcing strategy with their demanding business goals.

Our Solution

The client needed a proven methodology to select successful vendors, and that
is exactly what Personiv delivered. Our solution included a formal mechanism to engage and screen vendors, as well as a complex vendor evaluation and selection process based on four main core competencies:

1. Operational Excellence
2. HR Management
3. Reliable & Robust IT Infrastructure 4. Client Support