Utilities

Customer Support Service Provider Bidding Methodology

Energy company

Challenge

The company (an energy company) needs to conduct a bidding process for several of its customer services and is faced with a large amount of information to analyze due to the volumes and suppliers handled in the electricity market. Futhermore, since the client's last bidding process, the contact center sector has changed rapidly. The client is responsible for staying abreast of management trends, human resources perspectives, and technological and infrastructure trends.

Solution

ON Solutions proposes to support the client by applying its supplier bidding methodology. With this approach, the bidding process is defined in phases, beginning with the launch of the RFI (Request for Information) to gather information from candidates. This phase concludes with a decision regarding which candidates will be invited to submit the RFP (Request for Proposal). What the client expects from the collaboration is that ON Solutions will provide dynamic capacity and sector knowledge. The expected resulting products are: – Provision of food for thought with relevant information and benchmarks on trends in the national, international, and segmented markets. – Management of dynamics with work teams to identify inspirational ideas and structure the content resulting from the dynamics. – Generation of a final product consisting of a document with the identified inspirational ideas, including an assessment of their feasibility and implications to be considered/incorporated in the following project milestones. – Launch of the RFI and analysis of the information provided by each candidate, in addition to support during visits to the candidates' facilities.

Result

The information collected and presented in a simple manner, organized from general to specific, facilitates information reading and decision-making. The wealth of information gathered during the process is materialized in a final deliverable with a model of best practices and aspects to consider in the following phases of the bidding process. Information is obtained on, among other areas: – Relationship models. Services, forums, governance mechanisms, distribution of roles and responsibilities. – Compensation models. Fixed and variable compensation models. Membership models. Business sharing models, risks, benefits, and efficiencies. – Locations, platforms, capabilities . Geographic distribution. Pros and cons. – Technological solutions provided by the supplier. – Automation solutions (demand reduction, process automation, TMO reduction).

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