In 2014 eircom Business Solutions [now eir Business] successfully bid for a strategic, fully outsourced contract with a major Irish retail bank providing all communications network services across multiple geographies. The services are managed end to end by eir Business and involved the TUPE transfer of the majority of the Bank’s telecoms staff.
In parallel, eir Group was implementing a comprehensive transformation programme to improve performance and exploit new business opportunities, new disruptive technologies and address competitive challenges. The outsourcing deal had laid the foundation for developing a new outsourcing/managed services line of business for eir’s Enterprise customers in Ireland. eir Business was keen to innovate its outsourcing/managed services value proposition, improve existing service delivery business performance and win new business. This initiative was an integral part of the reinvention of the eir Business brand in Ireland.
Hudson & Yorke was engaged by eir Business to provide specialist advisory support to enable this performance improvement by refining the outsourcing proposition and developing the appropriate service delivery organisation. Working collaboratively with eir Business, the programme was successfully completed on schedule in August 2015. A refined outsourcing/managed services value proposition was established, the addressable market in Ireland quantified, the competitive landscape analysed and the Day 1 relaunch technical and operational proposition defined. Furthermore, the team established a clear roadmap for evolving the service, shaped by adopting future technologies and service delivery transformation. This delivered a more compelling service offer and improved business performance through a more efficient delivery of managed services.
As a result of this assignment a valuable new line of business was verified in a growth market for an established business operating in a commodity market with declining revenues. This included a comprehensive external market analysis to identify and qualify a €500m market opportunity for the business. In addition, options were identified to streamline service delivery for existing outsourced/managed services to enable eir Business to potentially achieve a reduction of resource capacity of up to 63% while maintaining service levels. This also established the potential to safeguard 19 FTE positions through the redeployment of staff to new accounts delivered by the new business line.