Client Feedback

Client Feedback SCS are easy to do business with? 71% Strongly Agree - 29% Agree
Clilent Feedback The people at SCS are experts in their field? 86% Strongly Agree - 14% Agree
Client Feedback SCS deliverables are of a high quality and produced in a timely manner? 57% Strongly Agree - 43% Agree
Client Feedback I would definitely use SCS in future projects? 86% Strongly Agree - 14% Agree
Client Feedback Within our organisation, SCS are seen as a trusted advisor? 71% Strongly Agree - 29% Agree
Client Feedback I would definitely recommend SCS to others? 71% Strongly Agree - 29% Agree
Client Feedback Engagement with SCS has enabled us to derive value that we could not have obtained otherwise? 57% Strongly Agree - 43% Agree
Client Feedback I would definitely use SCS in future projects? 86% Strongly Agree - 14% Agree
Client Feedback Within our organisation, SCS are seen as a trusted advisor? 71% Strongly Agree - 29% Agree
Client Feedback I would definitely recommend SCS to others? 71% Strongly Agree - 29% Agree
Client Feedback Engagement with SCS has enabled us to derive value that we could not have obtained otherwise? 57% Strongly Agree - 43% Agree
Insurance Sector Excellent understanding of our business and engagement from the start of the project sourcing review meant SCS were able to add value at every key stage of the project. SCS’ market knowledge and contract negotiation approach, particularly around product licensing and costs, proved to be absolutely key to us driving a very competitive deal. The additional savings as a direct result of having SCS involved were significant (although hard to quantify it could be argued as potentially £1M+ p.a.).
Insurance Sector The value that SCS’ brought was a knowledge of the network industry & market place, allowing them to advise us on our commercial challenges. SCS’ people, we have used so far, are certainly the experts and bring with them a wealth of experience
Insurance Sector Came with a plan and a transaction design that was coherent and stuck to it through sometimes frustrating negotiations. Quite capable of talking plainly to the other side. Very good at explaining technical material to non technical people.
Insurance Sector The value that SCS provided was knowledge and expertise of the external market place and the support throughout the programme. In terms of what went well then I have to say most things from a SCS perspective were carried out with professionalism and in a timely manner. Clearly SCS were looking out for the best interests of the organisation but with an overall view of ensuring that the relationships with the suppliers were not damaged during the negotiations. SCS know when to push hard and when to give certain areas some breathing space.
Insurance Sector Straightforward, open and to the point. I was happy with the activities undertaken by SCS.
Technology Provider In our particular situation, the impartiality an objectivity a 3rd party bought to the table proved to be a real value add. SCS were very engaging, open minded to all options, impartial and particularly tenacious to ensure all parties properly understand the options and implications of solutions put forward.
Finance Sector SCS have taken our business on a journey that has allowed us a greater understanding of our telephony infrastructure and how it can be used to improve our business. Having absorbed that knowledge, we are now able to drive further enhancements and with their help, are making great progress. The real value that SCS deliver is where they help us to generate business solutions to complex technical problems. Telephony and the capacity management are complex issues and by working with SCS we have been able to better engineer our business model to ultimately improve our bottom line performance.

SCS are easy to do business with?

71% Strongly Agree - 29% Agree

Clilent Feedback

The people at SCS are experts in their field?

86% Strongly Agree - 14% Agree

Client Feedback

SCS deliverables are of a high quality and produced in a timely manner?

57% Strongly Agree - 43% Agree

Client Feedback

I would definitely use SCS in future projects?

86% Strongly Agree - 14% Agree

Client Feedback

Within our organisation, SCS are seen as a trusted advisor?

71% Strongly Agree - 29% Agree

Client Feedback

I would definitely recommend SCS to others?

71% Strongly Agree - 29% Agree

Client Feedback

Engagement with SCS has enabled us to derive value that we could not have obtained otherwise?

57% Strongly Agree - 43% Agree

Client Feedback

I would definitely use SCS in future projects?

86% Strongly Agree - 14% Agree

Client Feedback

Within our organisation, SCS are seen as a trusted advisor?

71% Strongly Agree - 29% Agree

Client Feedback

I would definitely recommend SCS to others?

71% Strongly Agree - 29% Agree

Client Feedback

Engagement with SCS has enabled us to derive value that we could not have obtained otherwise?

57% Strongly Agree - 43% Agree

Insurance Sector

Excellent understanding of our business and engagement from the start of the project sourcing review meant SCS were able to add value at every key stage of the project.

SCS’ market knowledge and contract negotiation approach, particularly around product licensing and costs, proved to be absolutely key to us driving a very competitive deal. The additional savings as a direct result of having SCS involved were significant (although hard to quantify it could be argued as potentially £1M+ p.a.).

Insurance Sector

The value that SCS’ brought was a knowledge of the network industry & market place, allowing them to advise us on our commercial challenges.

SCS’ people, we have used so far, are certainly the experts and bring with them a wealth of experience

Insurance Sector

Came with a plan and a transaction design that was coherent and stuck to it through sometimes frustrating negotiations. Quite capable of talking plainly to the other side.

Very good at explaining technical material to non technical people.

Insurance Sector

The value that SCS provided was knowledge and expertise of the external market place and the support throughout the programme.

In terms of what went well then I have to say most things from a SCS perspective were carried out with professionalism and in a timely manner. Clearly SCS were looking out for the best interests of the organisation but with an overall view of ensuring that the relationships with the suppliers were not damaged during the negotiations. SCS know when to push hard and when to give certain areas some breathing space.

Insurance Sector

Straightforward, open and to the point.

I was happy with the activities undertaken by SCS.

Technology Provider

In our particular situation, the impartiality an objectivity a 3rd party bought to the table proved to be a real value add.

SCS were very engaging, open minded to all options, impartial and particularly tenacious to ensure all parties properly understand the options and implications of solutions put forward.

Finance Sector

SCS have taken our business on a journey that has allowed us a greater understanding of our telephony infrastructure and how it can be used to improve our business. Having absorbed that knowledge, we are now able to drive further enhancements and with their help, are making great progress. The real value that SCS deliver is where they help us to generate business solutions to complex technical problems. Telephony and the capacity management are complex issues and by working with SCS we have been able to better engineer our business model to ultimately improve our bottom line performance.

Our Track Record

Below are examples of work that SCS have undertaken in a number of areas. Further evidence is also available on request.


Sourcing engagement for a one of the UK's largest financial service organisations SCS were engaged by one of the UK’s largest financial services companies to support a procurement programme to source data, voice, security and contact centre services for their businesses operations within the UK and India. As a result SCS has enabled the client to achieve significant overall cost reduction in excess of 30%, whilst at the same time de-risking the service migration by designing a new target operating model, which aligned to the deliverables set out within the associated contracts. This included the creation of a robust and leading edge remedy system, the introduction of balanced score cards as well as the bench marking, innovation and service processes. In addition to this, based our knowledge of the underlying technologies which were used to deploy the services, we were able to negotiate in excess of £400k worth of real benefit from suppliers in lieu of licensing and product costs that would have been incurred during contract transition. Sourcing Financial Services Organisation
SCS engaged on business transformation initiative SCS was engaged by a leading communications services organisation to support the integration of a new business unit that had been procured by one of its clients. This required SCS to work on both the business and communication services levels in order to effect a successful business transformation. A key part of this project was to integrate the new business in a short 3 months timescale in order to enable the end client’s overall business benefit to be delivered as early as possible. This was centred on the ability to both up and cross sell insurance and road side recovery services; whilst at the same enabling the new business unit to communicate effectively at an administrative level. The successful delivery of this programme has enabled the communications services organisation to extend it services and therefore revenues across the new business unit. At the same time it allowed them to win the IP-VPN and LAN services contract against the incumbent supplier, which was valued at in excess of £1m. Transformation Communications Services Provider
SCS resolve major issues with a contact centre and back office transformation programme Initially engaged by one of the largest financial services companies in the UK, SCS led a service improvement initiative to resolve major issues with a contact centre and back-office transformation programme. Due to the failing transformation programme the client was unable to realise the expected financial benefits of the programme. Due to the pro longed major incidents they were also losing business and their brand was being damaged. At the same time the service provider had to support both the old and new platforms at a cost to them. As a result the relationship between the two parties was under severe stress. As a trusted third party SCS worked with both the client and service provider to stabilise the existing service and define and drive the necessary improvements into the platform and operational processes. As a result of SCS’s engagement the service stabilised enabling the transformation programme to proceed, delivering the expected benefits. In addition a clear breach of contract was avoided and the relationship with the service provider improved considerably; avoiding the associated legal and transitional costs exposure, which was estimated to be in excess of £1m to the client and in excess of £4m to the service provider. The service provider also retained a revenue stream which was in excess of £40m. Stabilisation Financial Services Organisation

Sourcing engagement for a one of the UK's largest financial service organisations

SCS were engaged by one of the UK’s largest financial services companies to support a procurement programme to source data, voice, security and contact centre services for their businesses operations within the UK and India.

As a result SCS has enabled the client to achieve significant overall cost reduction in excess of 30%, whilst at the same time de-risking the service migration by designing a new target operating model, which aligned to the deliverables set out within the associated contracts. This included the creation of a robust and leading edge remedy system, the introduction of balanced score cards as well as the bench marking, innovation and service processes.

In addition to this, based our knowledge of the underlying technologies which were used to deploy the services, we were able to negotiate in excess of £400k worth of real benefit from suppliers in lieu of licensing and product costs that would have been incurred during contract transition.

Sourcing
Financial Services Organisation

SCS engaged on business transformation initiative

SCS was engaged by a leading communications services organisation to support the integration of a new business unit that had been procured by one of its clients. This required SCS to work on both the business and communication services levels in order to effect a successful business transformation.

A key part of this project was to integrate the new business in a short 3 months timescale in order to enable the end client’s overall business benefit to be delivered as early as possible. This was centred on the ability to both up and cross sell insurance and road side recovery services; whilst at the same enabling the new business unit to communicate effectively at an administrative level.

The successful delivery of this programme has enabled the communications services organisation to extend it services and therefore revenues across the new business unit. At the same time it allowed them to win the IP-VPN and LAN services contract against the incumbent supplier, which was valued at in excess of £1m.

Transformation
Communications Services Provider

SCS resolve major issues with a contact centre and back office transformation programme

Initially engaged by one of the largest financial services companies in the UK, SCS led a service improvement initiative to resolve major issues with a contact centre and back-office transformation programme.

Due to the failing transformation programme the client was unable to realise the expected financial benefits of the programme. Due to the pro longed major incidents they were also losing business and their brand was being damaged. At the same time the service provider had to support both the old and new platforms at a cost to them. As a result the relationship between the two parties was under severe stress.

As a trusted third party SCS worked with both the client and service provider to stabilise the existing service and define and drive the necessary improvements into the platform and operational processes. As a result of SCS’s engagement the service stabilised enabling the transformation programme to proceed, delivering the expected benefits. In addition a clear breach of contract was avoided and the relationship with the service provider improved considerably; avoiding the associated legal and transitional costs exposure, which was estimated to be in excess of £1m to the client and in excess of £4m to the service provider. The service provider also retained a revenue stream which was in excess of £40m.

Stabilisation
Financial Services Organisation

Call / Contact Centre

A leading UK online and home shopping retailer needed to transform their existing disparate call centre operation in order to improve operational efficiency and reduce cost. In addition to this, there was a future requirement to develop other channels to market through the use of multimedia contact.

As a direct result of SCS’s engagement initial short term measures were implemented and improved the efficiency of resource. Following transformation the client received a saving in excess of 20% in operating costs, has increased agent productivity through virtualisation together with improved the cash flow through improved debt collection.

Application Performance Management

The client, one of the UK’s largest financial service companies, was suffering increasing poor application performance to their both its contact centres and back office operations, which was severely impacting business productivity and customer experience.

As a result SCS were engaged to assist and through use of its’ APM capability was able to identify the root cause and drive the resolution of the issues found. Subsequently, SCS’s APM service has been adopted by the client as a core component of their service management process. The work undertaken by SCS has led to the IT organisation delivering an enhanced service to its’ business - increasing its reputation across the Group. The incidents on the network have been reduced in both occurrence and duration, which has improved service levels and removed the associated cost impacts. The savings are in excess of £350k to date.