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Case Studies

Case Studies

Replace Even Senior Roles Rapidly
Replace Even Senior Roles Rapidly

The Challenge For over two years ECS has been a valued partner for a market leading software house, providing solutions to the retail/hospitality sectors. The relationship started from a recommendation given by a senior manager who had recently joined the organisation. The manager had worked with Josh (Account and Delivery Manager) and ECS previously, and knew that we could help them recruit for some particularly niche skills in a challenging market. Since then the relationship has gone from strength to strength, culminating in ECS becoming their number one supplier across the business. In this instance, the client had a key member of the business within the Project Management Office (PMO) function leave with immediate effect. This situation was particularly daunting, due to the fact that it was the most senior member of the PMO team, leaving them without a manager and without direction for a small, yet enthusiastic team. This PMO function was supporting over 60 implementation projects, with another 100 smaller projects covering user support, training, etc. With this in mind, it is fair to say that the business was under extreme stress, so it was imperative that we found the solution right away. The Solution ECS are continually engaging and growing a large Skills Bench of PMO professionals across the country, so Josh and his team were able to reach out to over 20 PMO Managers within the area. They produced a strong shortlist of candidates that not only fit the requirement, but were under budget and available immediately. This shortlist was provided to the client within 24 hours of initial contact with ECS. Using our existing relationships with the candidates and unparalleled knowledge of the client/business need, we were able to make sure the individuals knew the difficulty of the role and everything involved when considering the engagement. This dramatically reduces the risk of any wasting of the client’s time and/or offers being made and then rejected. Following our in-depth process, our shortlist of 3 were all deemed worthy and capable of completing the engagement by the client. This resulted in one being offered the role after only 24 hours of deliberation - about which candidate to choose! This role was also given to one of the organisation’s other suppliers, who were unable to match the response times and quality guarantee that ECS staff and our Skills Benches were able to provide. The Result After successfully inducting the ideal candidate for the job, the client was able to immediately relieve the stress from the PMO function and restore order after an incredibly chaotic period. Our resource was able to not only hit the ground running, but also to develop the internal processes and governance that support the business growth. After a very successful short-term contract, the ECS representative impressed so much that they were asked to stay for another 3 months and help to find the perfect, permanent candidate to continue the dramatic progress. The job is now well and truly complete, with Josh and his team also filling the permanent vacancy!

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Our Support Results in a Perfect Customer
Our Support Results in a Perfect Customer

The Challenge We have a particularly-integrated role within one of our major partners and, as part of our regular discovery service we were performing in-depth research into potential customers. As a result, around 12 months ago we identified a company on their customer list as being the type of organisation we believed would be ideal to work with. As it was a logistics company, we knew they would have large-scale IT needs with an enormous amount of technology supporting the business, so we believed there would be a need for a core of specialist IT resources. The ECS Group had previously worked with similar substantial logistics delivery companies, so we were confident of them being an exceptional company to support with IT resource delivery. The Solution The sales team arranged an initial meeting with the potential customer. Due to the strength of the introductory conversation, they provided us with an opportunity to meet a mixture of their recruitment team and senior technology team members. The meeting was extremely positive and we were able to showcase how our client could provide invaluable resource services and additional support. Furthermore, as a result of our intelligence-gathering, we had already identified that this potential customer was due to commence a considerable IT transformation project. Not long after the initial introduction, the team as given another meeting to discuss this project. We came away with the first 3-4 contract vacancies to start filling. The Result Our partners are absolutely delighted. Not only were we able to identify an excellent potential customer to work with, we were also able to support them through the crucial, initial meetings. Our client has now become fully embedded in the customer’s IT transformation project and are now the “go-to” solutions partner for any work required on this project.

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Helping a Sales Team to Grow
Helping a Sales Team to Grow

The Challenge We have been working with this client since August 2014 and we were officially made a recognised partner in April 2016. A major focus of the company is growth in the area of Professional Services. ECS was appointed to assist with the identification and maximisation of opportunities. The account is serviced by an Account Manager, a Delivery Team Leader and a team of 3 Delivery Consultants including a Resource Manager. The Resource Manager is particularly integrated within the workforce and actually works onsite. Her role is to provide education and support in respect of resourcing to all the sales teams. Furthermore, the Resource Manager is responsible for a specific area, which was a slightly inexperienced sales team. The Management and the Resource Manager identified that this team needed additional support and guidance in order to further augment their sales activities. The Solution It was decided to run a campaign with ECS actively supporting the team with in-depth research. This campaign involved weekly calls to all 6 account managers, where we would discuss a list of all of the current customers. We would agree priorities in order to narrow the list down to 2-3 customers per person which would then receive our full attention. Therefore, for each account, we would perform key background research such as main stakeholders, previous roles they had performed and the usual type of recruit they were looking for (for example particular type of expertise needed). We then compiled this information to clearly identify where the customer generally required additional resource. Having this intelligence meant that the members of the sales team felt much more prepared and therefore confident in order to approach their customers and offer further appropriate resource. The Result Following the implementation of the campaign, the Management of our client is seeing a huge improvement within the sales team in respect of confidence, customer knowledge and sales ability.

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Giving a Global Client Complete Confidence
Giving a Global Client Complete Confidence

The Challenge One of our clients is Ricoh, the global professional service company. Historically well-known for their printer and scanner solutions, they also have a professional services division and work with global organisations. Ricoh take on projects for their customers and we supply the IT resources to man those projects. We have now been working with Ricoh for 3 years and during that time our team has constantly developed the necessary accredited resources to always meet the client’s needs. The problem that our client faced was a deployment change which had never arisen before and also, as the skills required were so niche, it was a difficult resource requirement for them to fill. The Solution The first part of the recruitment process was to hire a change manager, someone who enters an organisation, reviews the situation and documents exactly what needs to be done in order to achieve the change required. By utilising our Accredited resource we were able to suggest an appropriate contractor for that role within 24 hours and the candidate was onsite two days later. Following that, there was a need for somebody already onsite to technically perform the change - our challenge was finding an individual with the necessary skills. By looking into our database we managed to find a contractor onsite who had had exposure to this change on a different site. As the individual was available at the right rate and date, we sent him through for an interview and he was offered the role. The Result Our client was delighted as we managed to deliver a fast turn-around for both roles, one of which was with difficult-to-find niche skills. They had no worries about trust as the candidate placed was accredited.

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Nationwide Chip & Pin Project
Nationwide Chip & Pin Project

The Challenge Our client had a large project that needed Chip and Pin terminals and flash drive replacements across 206 sites nationwide. Due to the numbers involved, our client also needed our market intelligence to help assist them with bid support. The Solution The demands of this project required us to scope the project and provide a Senior Engineer for the pilot install. This gave us an insight into what the project was all about and any issues the engineers might face onsite, which then assisted with providing the engineers with trouble-shooting solutions meaning they didn’t have to bother the client. Following the pilot, we revised the script where necessary and produced the project schedule in line with cost-saving objectives. We provided market intelligence to assist with Bid Support: this gave the client intelligence about the current marketplace, which in turn confirmed what day rate the most appropriate engineers would be requiring (thus ensuring the client obtained the best resource possible). Furthermore, as we had a Senior Engineer onsite this gave us additional insight if there was a better way of doing things in order to reduce time and this also enabled us to identify any points that were missing from the script. As we have in-depth knowledge of where our accredited engineers are based and what area they will cover, we scheduled all the sites required. This freed up the client’s time and also gave us the flexibility to take the engineers’ needs into consideration, while simultaneously reducing the costs in mileage to the client. While scheduling the sites we also organised the accommodation and funded the costs upfront, to see if any of our engineers would need hotels/ferries. This meant we were able to build these figures into the quote, so the client didn’t have any surprises throughout the project. Daily Engineer management including real-time updates and site sign-off, giving the client full visibility on where and how the engineer was doing throughout the day. This gave the client confidence that if the end client called for an update, they would be able to let them know straight away. Sign-offs were tracked on a daily basis which again helped us keep on top of the works and made sure everything was running smoothly. In addition, weekly kit audits allowed us to monitor all the kit and ensure it was all returned to the client as it had been provided. The Result ECS Project Services provided a team of 10 Level 2 EPOS Engineers to complete the project over a 10-week period. Our client was extremely happy with the service delivered, as he was able to track progress with contractors, the project was completed within the budget and time frame. We managed to minimalize any issues being reported to the client and dealt with everything ourselves, allowing the client to get on with their main responsibilities.

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Helping a Client with a Unique Resource
Helping a Client with a Unique Resource

The Challenge One of our clients is a global IT solutions organisation, specialising in banking and retail, working primarily with blue-chip clients, professional services organisations and government bodies. Our director, Carl, had already built a relationship with their director while working at a previous company and we have now been working with the client for two years. The issue arose when the client’s customer came up with an especially last minute and challenging request. They were going through a large transformation project which involved many upgrades to their infrastructure estate and there was one particular piece of equipment for which they didn’t have the in-house skills to cater. The matter became critical as the project was well under way, and the customer needed this particularly skilled resource by the next working day. The Solution Josh, Account and Delivery Manager, and his team of three are all involved in ensuring regular input to the skills benches and reference-checking candidates that are referred to them. This meant that we already had a list of candidates with this niche skill - a pool of talent who we constantly engage with. Therefore, within the hour we were able to respond to the client with the CV of an appropriate candidate, together with a competitive rate and the essential references. Furthermore, when working in a professional services environment, the candidate has to know what to wear and how to behave. As with all of our candidates Josh spent a great deal of time preparing the individual, to ensure he knew exactly what tasks he would be responsible for, who he was representing and what end solution was required. The Result The contractor was able to start work the next day and the client received exemplary feedback from their customer, about how rapidly they responded and how impressed they were that they provided someone with the perfect skill-set, onsite, straight away. The original requirement was just for two days, but the contractor was such an excellent fit that he ended up staying on site for 12 days in total. So, rather than just the initial consulting stage which he was hired for (mapping out the problem and drawing up a solution), our contractor completed the whole process from start to finish. By utilising our Skills Benches product, we were delighted to rapidly deliver a solution which was incredibly cost-effective for our client and their customer. This ultimately reduced their cost of sale and also helped to foster the always-important positive, trusting relationship between client and customer.

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Utilising Communication to Mitigate Risk and Discover Opportunity
Utilising Communication to Mitigate Risk and Discover Opportunity

The Challenge One of our contractors was working on a long-term assignment within cybersecurity. A responsibility within their role was to create a security framework which could be adhered to when companies were bidding on Government projects. Whilst carrying out our regular contractor care call, their consultant discussed this new element. During this conversation, our contractor mentioned an additional engineer would be needed in order to complete the task effectively. We therefore recognised a new opportunity to provide resource in order to mitigate any risk for our client whilst also enabling them to bid for new business with their end customer. The Solution In order to take this information to our client, we discussed what the specific needs of the project were with our contractor. As they had full visibility of the project, they advise us on the technical skills the individual supporting would require. Following this, we were able to take all of the information directly to our client, along with resource recommendations. Our client took this insight to the end customer, who also agreed that the support was required. The Result The end customer agreed to the need for additional resource, therefore we were able to place the required skillset on site as soon as the project required it, enabling minimal disruption. Utilising our Accredited© team, we were able to source the perfect candidate that had already worked with us previously. Therefore we could fully trust them to complete the work to a high standard. Through the strength of our network and communication, we were able to help our client add value to the end customer and develop their relationship, whilst also enabling them to fill an opportunity.

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