Xtreme was one of six vendors providing engineering resources to a product technical support team for a Fortune 100 IT company. The engineers on this team, located in Redmond, WA and Charlotte, NC were tasked with resolving escalated online technical issues, generated both automatically and by customers. Having six vendors over-complicated management and produced inconsistency in hiring, onboarding, developing, and managing workers.
Making it happen
Xtreme was selected as the team’s single-source provider due to these key factors: opening and staffing a dedicated office in Charlotte, placing Xtreme management on site, and having a solid infrastructure to efficiently integrate new hires from the existing support vendors.
Xtreme was managing over 140 support team members in Charlotte and Redmond, and the single-source staffing engagement evolved into a Managed Service Delivery. This expanded service was accomplished by the collaborative work of Xtreme’s on-site staff. They created and managed new hiring, onboarding, and professional development programs to improve the overall team performance.
After becoming the single-source vendor for the support team, Xtreme successfully:
+ Reduced costs
+ Retained 95% of workforce
+ Increased productivity
+ Cut Ramp-Up time by 50%
+ Streamlined transition of vendors to full time employees
“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.” – Program Manager