ServiceSource Europe

Client Profile:

ServiceSource (SSE) is an IT services company, specialising in whole of life product support, including spare parts and repair management. They currently ship thousands of parts to a diverse and demanding set of customers on a global scale. SSE are part of the Solectron Group which has over 50,000 employees in more than 20 countries.

Case Study:

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From left to right: Paul Taylor, Auditel Consultant. Kim Barrett, IT Support Manager, ServiceSource; George Buchan, Managing Director, ServiceSource; Mike Andrews, Auditel Consultant.

In June 2005 Mike met with the Managing Director of SSE, George Buchan, and suggested he audit their expenditure to see what savings could be achieved. George introduced him to the IT Support Manager, dissatisfied with the cost and service levels she was keen to see what improvements could be made to the leased line, fixed lines and mobile phone costs.

Mike utilised the Auditel expertise and knowledge of the UK telecoms market in order to realise savings of £7,500 for SSE’s leased line and fixed line call charges. Mike then enlisted the help of Auditel colleague Paul Taylor to undertake an audit of the mobile phone charges. By thoroughly analysing SSE’s call profi le, Mike and Paul tendered the market for a more appropriate package and saved a further 50% on the incumbent supplier. By changing supplier SSE’s mobiles phones now have a better service internationally and SSE’s Directors, business development staff and project managers are working far more cost efficiently on overseas voice and data communications as a result.

Mike was then introduced to Matt Woollard, Operations Manager, to assist him in addressing any savings that could be made on the incumbent supplier’s prices for LPG and electricity. A 25% saving was found on LPG costs, and a 22% saving was realised for electricity expenditure meaning that the total savings found for SSE stand at £32,500 PA. Bespoke home internet connections were also investigated. Each individual had different requirements and set up which needed to be taken into account. The consultants provided research and advice for the employee’s so that they could decide what would be best for them when their existing contracts came up for renewal.

As a result of the savings achieved for ServiceSource the consultants have now been asked to discuss areas of expenditure for the wider Solectron Group and they are also looking to further reduce costs for SSE in other areas such as packaging and courier expenditure.

Savings Achieved:

£1,500 (16%) Saving on Leased Lines
£6,000 (25%) Savings on Fixed Lines
£15,000 (50%) On Mobile Phones
£4,000 (25%) Saving on LPG
£6,000 (22%) Saving on Electricity

Total Saving: £32,500

Download a PDF copy of the case study.