The Big Picture
We partnered with a leading support services provider in the UK at a time when things were moving fast for them. They had just gone live with a major contract for a leading global healthcare business. The handover from the previous provider, combined with a TUPE transfer, meant the team had been focused on simply getting the contract up and running.
Because of this, they hadn’t yet had the chance to sit down with their customer and clearly define who owned which parts of the operation. Without that clarity, misunderstandings were already beginning to creep in, the kind that can lead to frustration, inefficiencies and strained working relationships.
Our role was to help bring clarity and make sure everyone was working from the same understanding.