How tkg consolidated fragmented global support into a South African outsource operation

The brief.

Our client, one of the largest medical devices manufacturers in the world, had a complex support model distributed across 13 countries providing solutions to frontline healthcare professionals. They came to us for expert support migrating their operations into one world class provider. With huge growth expected, our customer’s priority was scaling their fragmented customer support operation across a range of locations.

Our services.

Within the programme, we enabled our client to:

• Run an RFI to help understand how the market may solve their requirements.
• Establish workshops to walk through requirements in the short, medium and longer terms to influence their long-range planning and the sourcing event.
• Provide Location Advisory Services to help shape the debate on future locations.
• Support in the build of a Business Case to gain permission to proceed to an RFP.
• Advise on navigating works councils and employee delegation discussions.
• Execute a world class, professional RFP and site visits to help ensure the best partner was identified.
• Deliver a Best And Final Offer to optimise the final position.

"The support of tkg was invaluable, we started to try this on our own but realised quickly we needed professional help and we are glad we turned to tkg. We would not have been able to achieve the outcome we did without external help.”

The result.

Our customer's operations are now live in South Africa, with the pilot and ramp delivering to KPIs and a clear growth trajectory ahead. Our work delivered in-house savings of around 35%, while giving our customer access to a technology portfolio that future-proofs their operation and unlocks capabilities they couldn't easily have built themselves.