Vendor Strategy

Written By Srishty .

The Challenge

A global tech company was facing critical vendor performance issues. Their outsourced support partner was missing key SLAs, lacked consistency across regions, and showed limited accountability. Without a clear transition plan or evaluation process, growth was stalling.

What We Did

  • Conducted a comprehensive vendor evaluation using custom-built scorecards based on scalability, geography, and operational maturity

  • Created and executed a full RFI process and partner selection framework

  • Managed the vendor transition across multiple regions with phased handovers and mobilization support

  • Designed and implemented a scalable vendor operating model tied to performance metrics and business goals

The Outcome

The company transitioned to a new vendor ecosystem, reduced issue resolution time by 40%, improved SLA adherence by 35%, and gained a scalable support model across four global regions.

Srishty .
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Operational Architecture