BT and Standard Life have been awarded Outsourcing Partnership of the year in the FStech awards, beating off fierce competition and more impressively achieving this within the first year of the partnership.
In the five year outsourcing deal, BT have been tasked with providing Standard Life, a leading provider of long term savings and investments, with a Wide Area Network (WAN) refresh as well as management of IP Telephony, Contact Centres, Contract Management, Service Management and the transition of the infrastructure to BT’s IP Connect network.
Business Systems, a leading provider of call recording technology was appointed by BT as part of this outsourcing agreement to provide full service and support of Standard Life’s call recording estate which extends out across some 3,500 users. Business Systems provided an onsite engineering team, as well as access to account, project and support management; all of which ensured that BT delivered to the highest service levels as demanded by the customer.
As part of the outsourcing agreement Business Systems provide remote and onsite monitoring of all hardware and software related to the call recording systems, typically dealing with 80 cases per month including service issues, moves and changes and proactive maintenance. In a support engagement of this scale, a key element of the service provision deals with change-management e.g., reconfiguring databases as part of proactive capacity management and implementing the latest software updates to ensure the systems remain current.
BT/Standard Life Client Director Niall Phillips comments “we have worked with Business Systems for a number of years now and having solid, reliable partners who go above and beyond helps provide a solid foundation for our outsourcing arrangements. Working seamlessly together we can provide a better experience for our customers.”
Holding regular reviews with BT’s Management team, Business Systems provide reports on service, security and capacity issues, ensuring incidents can be handled professionally and that communication is always kept open and honest.
Commenting on the recent award win, Stephen Thurston, Director at Business Systems said “we are delighted for both BT and Standard Life, they thoroughly deserve the award. All parties have worked really well together to ensure the partnership is a success and it meets the cost saving and risk mitigation goals set, whilst delivering a scalable and future-proof infrastructure on which Standard Life can build and grow to address the needs of its customers.