Standard Life Standard Life’s service desk was manned ten hours a day, six days a week, and staffed by IT contractors — a costly solution that also posed a significant risk.

Posted 30 April 2021

Standard Life’s service desk was manned ten hours a day, six days a week, and staffed by IT contractors — a costly solution that also posed a significant risk.

After becoming overly-reliant on the knowledge of these contractors, Standard Life’s service offering risked vulnerability to disruption in the face of attrition.

The Scenario

To future-proof their services, Standard Life required a 24×7 support structure capable of supporting new technologies, territories and engagement models, with the resources to retain specific knowledge and improve SLAs at the best possible cost point.

The Solution

  • An extension of their permanent workforce, with the flexibility of contingent workers — allowing them to flex resources up or down in line with demand, whilst retaining vital knowledge.
  • The mitigation of co-employment risk, with all resources employed, inducted and performance managed by Modis.
  • Highly qualified and technically tested consultants, with a structured career development and training programme tailored to Standard Life’s specific needs.
  • Fixed and stable charge rates paid as annual one-off fees.
  • Engaged and motivated workforce, with bi-annual bonuses paid in line with individual performance against KPIs and SLAs
  • Rapid deployment and optimisation of resources through the virtual bench, pre-start training, knowledge transfer, best practice sharing and buddy schemes.

“Because of extensive growth and change across the business, we needed to evolve the reach of our service desk to 8,500 customers in the UK. We therefore made a strategic decision to engage a partner that could help to manage our resources and service desk. We didn’t want a fully outsourced technical solution, so the onsite managed team of employed consultants suited our needs perfectly. It has been a highly successful partnership that has delivered an increase in quality and improved output from the service desk agents — all at a reduced cost to the business.”
Ajilon is the previous trading name of Modis International.

Senior Manager, Infrastructure Services, Group IT & Commercial Standard Life
Work Package Services

The Outcome

Through Modis’ Employed Consultant Model, Standard Life was able to take a high-cost, underperforming support function and transform it into a revamped service with a new culture, an improved engagement strategy, and superior retention rates — all at a reduced cost.

Through each stage of the implementation process, Modis took every measure necessary to ensure minimal service disruption to Standard Life’s support operations.

Due to the success of the Modis Managed Service, and a total cost saving of 25%, Standard Life has extended our contract by three years to January 2018.

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