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Sourcing

Sourcing

Sourcing as a strategic delivery option.

McIntosh’s sourcing expertise leverages significant strategy, call center operations, and procurement experience to support our clients’ outsourcing decision processes. Our consulting includes the identification of services to be outsourced, an evaluation of potential suppliers, RFP development/management, analytics decision support, and implementation project management. Whether outsourcing services, personnel or technology, McIntosh consultants have the industry and operational insights to support your decision.

Our experience within this sector:

Sourcing Strategy

Solicitation Design and Management

Implementation Support

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Sourcing Strategy

Aligning sourcing options with business strategy.

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Solicitation (RFP) Design and Management

Accurate requirements identify optimal sourcing.

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Implementation Support

We augment our clients’ existing capabilities.

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Sourcing Experience:

  • For a major ISP, McIntosh provided consolidation support, RFP management (RFP ACTIVITY LIST), vendor selection support including site audits, staff augmentation support, and network operations center design and implementation. Consolidated operations with 85% of the workload outsourced resulted in annual savings of over $120 million. The project not only delivered bottom line results. Within months of implementation, the client won both the dial-up and broadband JD Powers awards for service; the consolidated operations delivered higher quality at a lower cost.
  • For a major US electric utility, McIntosh has managed multiple RFP engagements supporting the selection of outsourced call center services. We have also designed the firm’s intra-day management function, designed the skill set routing plan, and managed the RFP for selection of a speech analytics vendor.
  • For a major hotel chain, McIntosh led an assessment of potential outsourcing partners managing all aspects of the RFP process including providing guidance for partner selection. McIntosh evaluated all responses, developed the short list for final consideration, and led the client on site audits for near-shore and off-shore locations. The project was completed on time and within budget delivering significant savings to the client organization.
  • For a major logistics firm, McIntosh developed and managed the RFP process for call center services for both domestic and near-shore operations. McIntosh scheduled and conducted supplier site audits and provided decision guidance for the client.
  • For a major healthcare device firm, McIntosh managed multiple RFP processes for premise-based and hosted technologies supporting a significant upgrade in the call center infrastructure.
  • For a major wireless start-up, McIntosh managed the RFP process for eight call center technologies.
  • For the major player in the wifi muni market, McIntosh managed the RFP/sales process for acquiring new municipalities also negotiating contract terms and conditions and managing implementation plan development.

Consulting Insight:

Avoiding the Legal Logjam

Contract negotiations are frequently the single greatest barrier to a timely implementation. Identifying and eliminating contractual issues in the solicitation process before a contract is awarded is far more successful than seeking to resolve disagreements after contract award. The issue is leverage-the client organization has the greatest leverage when no decision has been made and should use that leverage to eliminate the legal challenges that outside or even internal legal teams will make.

Sales Hype vs. Reality

Separating sales rhetoric and hype from the reality of services of functionality offered is critical to success.  Sales teams leverage relationships and emotional alignment.  While they may appear to be well aligned with a client’s organization, the reality is that once the sales is made, they are moving to the next sales opportunity.  It is important to understand the organization that will be delivering and to assess its capabilities and not judge a supplier based on expansion sales hype.  McIntosh has experience in working with technology providers, contact center BPO firms, and personnel sourcing entities and can manage these relationships objectively delivering our clients’ realistic assessment of supplier capabilities.

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