Payroll and HR Implementation Services provider

 Task

The Client was responsible for providing regular and on-demand professional resources to their end-clients who were going through HR & Payroll System implementation. The process of resource allocation was managed by the ResourceDesk.

• The Client had a very strong pipeline of new business and a real opportunity to gain further market share.
• However, their customer satisfaction levels were poor due to the inability to allocate the right resources to projects in time.
• Their resource utilisation levels were <60% which was caused by the inefficient resource allocation process. The management team spent a huge and irrational amount of time managing escalations from clients especially ‘the ones who shouted loudest.’ Their way out usually was hiring more resources thus putting pressure on margins..
  

 Action

We mapped the As-Is resource allocation process and carried out a VOC exercise with key stakeholders including the management team. We convinced the management team that more resources weren’t the solution but that the resource allocation process needed to become better, and soon.

We worked together with the key stakeholders and developed the To-Be process along with the Governance Framework to make sure the processes do not fall-down, and the management team had the right visibility at the right level of detail in order to respond.

 Result

We managed the Change from the As-Is to the To-be and within 3 months of implementation the resource utilisation levels started to rise and reached >80% with increased levels of customer satisfaction.

This project returned a more than £130K in additional revenues through the increased utilisation..