Pinnacle accepted the client’s existing MSP contract, pricing, fees, KPIs and other terms and conditions without modification. We immediately began working with Beeline VMS to perform a complete cutover from the former MSP to Pinnacle within 60 days of notification (note: 45-60 days is typical). We also hired one of the former MSP’s on-site personnel that had distinguished herself to the client.
Within the initial 90 days of go-live, Pinnacle baselined all program operations according to the agreed upon KPIs and SLAs, identifying significant gaps in previous operations. We evaluated supplier performance and began distributing jobs to the highest performing suppliers by labor category. We also added strong diverse suppliers to the portfolio. Most importantly, we significantly improved overall quality, fill rates, cycle times, and attrition, particularly with respect to IT positions.
In the client’s call center operations, we were able to fill all positions within record time and at reduced rates – an outcome that had never before been achieved.
