Audit
Examine service evidence, incumbent performance and the supplier relationship before deciding what should happen next.
DeliveredCase study · Global insurer · Supplier challenge and programme recovery
Independent supplier challenge and recovery for a global contact-centre transformation
How HiSynergy moved from an independent audit of an incumbent supplier through global CCaaS supplier selection and a complex UK CCaaS and UCaaS transformation, then identified and resolved the principal root cause of recurring live-platform failures.
Client context
Challenge
A global insurer asked HiSynergy to conduct an independent audit of its incumbent contact-centre solution provider. The purpose was to establish what the service evidence showed, identify the causes of concern and give senior technology and procurement stakeholders a clearer basis for deciding what should happen next.
HiSynergy interviewed the incumbent supplier, the client’s procurement team and senior technology stakeholders across the relevant business units. The audit identified material problem areas in the service and supplier relationship. The UK business decided to proceed to an RFP.
At the same time, the global group was considering a broader CCaaS procurement. The UK requirement was incorporated into that work, and HiSynergy became an embedded subject-matter expert within the group RFP process and evaluation team.
Programme scope
Evidence at scale
- 17 countries
- in the original global RFP process
- 12 suppliers
- interviewed, assessed and down-selected
- 52 transitions
- delivered across the programme
- 5,000 FTE
- within the contact-centre scope
- 100,000 numbers
- migrated
Independent supplier selection
Global evaluation, local operating needs
The global process was intended to give participating countries access to a common CCaaS provider footprint while allowing separate service instances. HiSynergy brought the evidence and requirements from the UK audit into the wider process and helped the group team examine supplier capability against the needs of different operating companies and countries.
The global CCaaS evaluation produced two finalists, but the UK requirements were materially more demanding than those of most participating countries. The UK operation used a broader set of CCaaS capabilities, supported more complex integrations and required functionality that one finalist could not provide at that point. The UK therefore selected the provider that could meet its operating and technical requirements, while the other participating countries selected the alternative provider. The outcome reflected a disciplined evaluation of local needs within a global procurement process, rather than a single platform being imposed across every market.
Programme journey
From independent audit to platform recovery
Select
Represent the UK requirements within the global CCaaS RFP and evaluate suppliers against operating and technical needs.
DeliveredTransform
Direct the common delivery structure across three operating companies, while adapting it to each operation.
DeliveredRecover
Lead the structured investigation and supplier challenge needed to resolve recurring live-platform failures.
DeliveredProgramme leadership and recovery
Independent support from decision through delivery
Following selection, the client asked HiSynergy to direct the programme across three operating companies. Each company retained its own project team. HiSynergy centrally managed and directed a common delivery structure, then adapted it to the technical maturity and needs of each operation.
The work covered architecture, connectivity, testing and the non-functional requirements needed to connect the new service to the client’s network. In parallel, functional capability workshops with the selected provider identified shortfalls between the required service and the available product. HiSynergy oversaw the resulting custom development within the wider delivery plan.
The transition also covered training, communications, agent materials, frequently asked questions, gap resolution and on-site support. Service redesign consolidated providers and brought some previously outsourced resources back in-house. The individual transition events were smooth, but that was only part of the story.
Under production load, the new provider’s platform began experiencing recurring Priority 1 incidents. HiSynergy embedded with the provider and led a structured investigation into each failure type, the affected components, the operational impact and the mechanism behind each outage. The resulting evidence identified the principal root cause and enabled the recurring Priority 1 incidents to be resolved.
HiSynergy managed the end-to-end programme, maintained communication with stakeholders and continued working with the supplier to restore confidence and complete delivery. The planned migration events were delivered smoothly, significant platform instability was confronted directly, and structured technical investigation and supplier challenge allowed the programme to recover and delivery to complete.
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