AFTER THE SALE - IMPLEMENTATION SERVICES FOR THE OUTSOURCE PROVIDER

You’ve won the deal! Now what? Whether Celeration was a part of your Sales “Win” Team or not, we can quickly step in and provide transitional executive, financial, and administrative services to assist you in a smooth implementation for your new customer. Our goal is to work ourselves out of a job by transitioning all contractual and financial activities to your permanent staff as soon as they are up to speed and ready to assume them. In the interim, we take responsibility for many of the critical contractual and financial processes required to effect a smooth implementation. We help establish a model for professionalism, accuracy, and customer service that will help to positively differentiate you with your new customer. Services include:

KPI Monitoring and Service Level Agreement Compliance
Celeration assists you in tracking your delivery performance against Key Performance Indicators and contractual Service Level Agreements. Working directly with your operational management and delivery teams, we help to establish processes for the aggregation, analysis, and formal review of these key service metrics – all in an effort to provide you with the timely knowledge that you will need to make any necessary operational staffing/service adjustments.

Contractual Governance and Change Order Management
The first six months following the execution of an outsourcing contract are the most critical period for ironing out inconsistency, ambiguity, and outright omissions originating in the contractual process. You must be extremely diligent during this period to establish clear processes for addressing these issues quickly, diplomatically, and equitably with your new customer. Celeration tracks these open issues and works closely with you and your customer to draft formal change orders to settle contractual inconsistencies, ambiguities, and omissions while they are still manageable minor issues.

Customer Invoicing and SLA Settlement
Complex outsourcing contracts with significant SLAs do not usually translate into a simple invoicing process. Whether it’s working directly with your Accounting staff to translate complex contractual and performance requirements into numbers on an invoice, helping you process and aggregate billable new hire training data from your multiple global sites, or administering the SLA settlement process with your customer, Celeration can assist you.

Customer Account Management
It’s hard to be in the Philippines supervising a critical “go live” event and be at your customer’s US headquarters at the same time. We can help you coordinate the type of proactive customer management that is so critical in the early days of a significant contact center contract. Whether it’s being at the customer’s headquarters or helping you prepare formal business reviews, Celeration can supply the proper level of executive and administrative support that you require in the early days of your outsourcing contract.