IT Support Benchmarking & Value Assessment for a leading global science-based agtech company

Our client is a leading global science-based agrichemical company, aiding farmers in growing safe, nutritious food while promoting environmental stewardship.

Challenge

The current model of providing IT support to our client’s end users has been in place since 2017.

While still providing an excellent service, there’s a changing landscape including IT resource cost increases, an evolution in end user work patterns, location changes and new technologies and support approaches becoming common place.

Mason Advisory were requested to validate whether the current model is still fit for purpose, is value for money, and is as cost effective as possible.

Solution

Mason Advisory shaped, analysed and answered, three key questions:

Question 1 – Are there potential cost saving opportunities by changing IT Support suppliers?

Mason Advisory conducted a benchmarking assessment per country to:

1. identify if our client was currently overpaying the market average, and
2. identify alternative vendors (or in-sourcing) that could provide at least the same level of service at a reduced cost.

This was presented in a clear format to enable our client to make an informed decision, be that globally, by region, by country or by language.

Question 2 – Are there opportunities to reduce cost by reducing IT Support resource levels?

Mason Advisory reviewed IT support agent productivity data and compared to industry best practice standards. Allowing for data quality challenges and including some contingency, Mason Advisory presented a clear summary by country of where our client could reduce capacity without materially risking achievement of end-user SLAs and XLAs. This was supported by a recommended phased “test-and-learn” resource reduction plan.

Question 3 – Are there opportunities to reduce costs and / or improve the service in other ways?

Utilising Mason Advisory’s support experience expertise, we assessed our client’s service against industry standards to identify areas that would not only reduce cost but improve end-user productivity. Recommendations fell into three areas:

• Reduce demand entering the service
• Enable and promote self-service
• Automate resolution and fulfilment

Costs and benefits of each recommendation, together with an indicative delivery plan, were presented in a prioritised easy-to-follow pack for our client’s decision.

Outcome

Combined, delivering the identified recommendations would result in 29% annualised tangible cost saving, while also improving the support experience to end users. Most of the recommendations require minimal investment to realise. With the data being presented clearly and concisely, our client received the information required to enable them to make informed decisions. They are now in the process of executing the recommendations.

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