Partners
Adecco
It is important that we work in a real partnership and not just as suppliers. And I can say that SCC has been acting as a real partner.
Geert Halsberghe
Vice President of IT UK and Ireland at Adecco
The Adecco Group is a leading HR company active across 62 countries. In the UK and Ireland, they support 2800 colleagues across 84 locations and spread over three brands (Adecco, LHH and Akkodis). They are a fast moving business in an agile industry, which makes IT a crucial component to their ongoing business success.
Adecco and SCC have been working together since 2018, when Adecco had a requirement to find a new service desk and desk-side support provider.
Challenge
Adecco were not happy with the service delivered by their current support provider and needed a provider who could scale up and scale down depending on their needs and capacity. Additionally, the new starter process was a pain point, especially during the pandemic when Adecco needed to rapidly adapt to homeworking.
Solution
The SCC deskside support contract went live in 2019. There were some initial issues during transition from the previous provider however the SCC team pulled together and worked hard to make it a success.
Since the start of the contract SCC has continued to work closely with Adecco and have proposed and implemented a number of improvements which have led to automatic workflows and also specific support follow ups. Kevin Brown, Head of Distributed Technology Services for UK & Ireland at Adecco Group, said “we get a lot of input from SCC to in-house and adapt according to our new way of working.”
In addition to the initial support services contract, SCC also deliver access management, JML support, asset management for laptops, software and peripherals supply.
Being adaptable to the changing needs of their fast paced business was a key decision maker when selecting a partner for Adecco; of the appointment of SCC, Geert Halsberghe, Vice President of IT UK and Ireland at Adecco said “SCC has proven to be able to adapt to our changing needs. They are more a partner than just a supplier and they can scale up and scale down depending on our needs and our capacity.”
Outcome
Now in its sixth year, the relationship between Adecco and SCC continues to grow, with SCC consistently receiving excellent CSAT results and NPS scores. Kevin said: “We’ve gone from negative numbers, roundabout -40 initially, up to +50 now which is fantastic for an eNPS score.”
When questioned on what they valued most about our partnership, Kevin said “I think it’s their ability to provide solutions to our needs and think out of the box that we really appreciate. But I must say the quality of the service has been consistently good throughout as well.”
Geert followed this by saying:“It is more important that we work in a real partnership and not just as suppliers. And I can say that SCC has been acting as a real partner.”
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