CASE STUDY: REVAMPING A MANAGED SERVICE PROGRAM (MSP) FOR A LARGE TELECOM COMPANY

Our client, a large Telecom company based in Canada, offers a diverse range of services, including Fiber Internet, Wireless Home Internet, cloud services, IP voice, and more. Prior to our partnership, they faced challenges with their incumbent Managed Service Program (MSP). Due to the lack of innovation and support from their previous provider, the company contemplated taking their MSP in-house.

The challenge

• Their incumbent provider lacked the innovation, guidance, and collaboration necessary to make their program fully effective, which led to a very one-dimensional and transactional relationship.
• They experienced issues with compliance, payrolling inefficiencies, improper worker documentation, and more.
• They struggled with navigating the program and faced challenges ensuring proper levels of compliance and efficiency.

The solution

• Hays stepped in to revamp and replace their old program. We focused on improving payrolling processes, proper worker classification, and resolving compliance issues in a timely matter.
• Our process for addressing these challenges included engaging business partners, stakeholders, and subject matter experts to help guide hiring managers through the recruitment process.
• Introducing our Contract Management Office (CMO) service streamlined administrative functions and enhanced contract structure. Leveraging support from our International Sourcing Center (ISC) facilitated efficient back-office tasks such as payroll management.

The outcome

• The transformation resulted in significant improvements. We streamlined processes, ensuring all contractors were compliant with necessary documentation, leading to a 100% compliant program. Our efforts in updating rate cards and optimizing processes resulted in a reduction of over 20% in costs. 
• By providing consultative guidance and fostering a partnership approach, we enabled our client to make informed decisions and appointed Hays as their long-term MSP successor.
• Hays has transformed the MSP services for our client by addressing their challenges at the source, implementing solutions tailored to them, and delivering tangible outcomes that resulted in cost savings, compliance improvements, and a strategic partnership.

If you’re interested in learning more about Hays MSP solutions, contact us and we can walk through some of your contingent workforce challenges together.