The client was seeking quality resources to augment its product technical support team based in Redmond, WA, and Charlotte, NC. After experiencing issues such as increased overhead, low vendor consistency, high turnover, and lack of accountability when managing multiple staffing providers, the client wanted only one partner to engage on the special project.
Making it happen
Xtreme took control of staffing the client’s Redmond-based technical support team. To meet the team’s expanding business needs, Xtreme quickly opened, staffed, and ramped up a satellite office in Charlotte. We brought on a devoted Service Manager to support the growing number of resources, streamline processes, and improve service delivery.
In the span of one year, Xtreme became the single source of support vendors for the client’s technical support team. Today, there are 140+ Xtreme team members in Redmond and Charlotte. Xtreme’s commitment to provide the highest level of service management helped evolve a successful staffing engagement into a true service delivery offering.
+ Retained 90% of the team’s original staff after two vendor consolidations
+ Significantly reduced client overhead by moving to a single-source vendor staffing model
+ Improved candidate screening and reduced new hire ramp-up time by 45 to 60 days
+ Improved vendor quality though professional development programs and regular performance feedback
“Xtreme’s hard work, attention to detail, and commitment to the business has allowed us to drive incredible value into the service since its inception.” – Project Manager, Microsoft