Cutting through complexity

Harler was appointed to help our client cut through the complexity of contracting with a print management business.

Challenge:

Our client is one of the world’s longest standing general insurers, who had completed a tender process to appoint one provider to manage all their inbound and outbound customers communication processes. They required subject matter expertise to accurately formalise the more complex aspects such as Service Level Agreements and Service Descriptions

Solution:

Harler provided technical expertise during the negotiation of the contractual terms to govern the relationship with the supplier.  We also defined the SRM framework, reporting methodologies and spend baselining process.

Result:

  • A robust set of Service Descriptions and Service Level Agreements within the contract
  • Ongoing measurement methodologies for price and performance
  • A framework to create a low risk / high reward transformation programme
Insight: Inhouse vs outsource

Introduction: Establishing the right way of managing printed communications is an important but complex subject for most organisations so it’s no wonder many do not achieve the right level of value from their supplier arrangements. This is especially relevant in today when, despite the continued growth of digital marketing, many corporations are seeing little downturn [...]