Organization Profile
A not-for-profit organization that provides quality senior living environments and services throughout West Michigan.
Business Situation
The not-for-profit was struggling with disappointing service levels and response time by its IT outsourcing partner.
Mike and the team at C/D/H were very thorough and timely in their analysis and recommendations. They remained very professional and factual and stayed focused on project scope as we initially outlined.
In addition to proving a written report, Mike presented C/D/H’s findings in person which I found very helpful.
Vice President - Finance/Business Development
Business Objectives
The organization requested an analysis of its outsourcing agreement and the services provided by the partner, including an evaluation of the outsourced Citrix environment. Like any organization, it wanted to make sure it was paying for a service and receiving a quality product in return.
The client wanted:
- Assessment of the effectiveness of its partner
- Opinion on its partner agreement
- Analysis of its current technology state
- Comparison to others with similar outsourcing arrangements.
Solution
To determine satisfaction and overall experience with the provider, C/D/H surveyed the 300+ users impacted by the outsourcing agreement. A documented service and technology assessment was provided and included a comparison to others and recommendations for improving the vendor relationship.