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
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.
- 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
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