Experian - Global Expansion - Bailey & Associates

Experian - Global Expansion

10 FEBRUARY 2020
Experian - Global Expansion
Ian Thomas

Experian is the world leader in consumer credit reporting and global information services. The company is headquartered in Dublin, Ireland, and serves more than a billion customers across the globe, offering credit evaluation services to both individual consumers and businesses.

Objectives

  • Global expansion of IT service capability
  • Source and organise a new global services partner
  • Transition multiple teams and departments
  • Organisational restructure including colleague engagement
  • Work to budget

Overview

Experian is the world leader in consumer credit reporting and global information services. The company is headquartered in Dublin, Ireland, and serves more than a billion customers across the globe, offering credit evaluation services to both individual consumers and businesses.

The Mission

The client required a new service operating model including a Service Desk offering to be created utilising global teams, in order to enhance the breadth of the company’s offering for clients around the world. The focus was to ensure the service was ‘rightshored’ in terms of skills and capabilities regardless of location. To complete this, multiple departments and teams required transitioning and adapting, with a high number of projects needing to be carried out simultaneously.

What our Associate did

Initial review and forecasting

Our Associate began the project by reviewing Experian’s existing service model and associated cost base, analysing all the potential requirements and assessing deliverables. This process was overseen by our Associate for the live operations service function, working closely with the relevant teams throughout. The market was assessed for options and narrowed down to appropriate choices for the client.

Tender and vendor selection

After reviewing the existing model and devising a plan for global expansion, our Associate worked collaboratively with the business to take the work out to tender, beginning the process of selection with an initial nine vendors, which was then whittled down to five and then to two, all according to the needs, preferences and requirements of the team at Experian. These vendors were based all over the world, and our Associate visited key locations to carry out the necessary due diligence to make the right choice for the client.

Transition and management

A statement of works was designed and actioned, to give clarity on who was responsible for each area of the project and subsequent service. Our Associate worked to roll this out across the company to ensure it was agreed before leading the transition to the new vendor over a three-month period. During this time there was a significant amount of engagement, Organisational Change Management and international communication that needed to take place, all of which was overseen by our Associate on behalf of the client.

Integration of the new system

One of the key aspects of the transition was making sure that all existing internal teams were managed and communicated with throughout the process. Our Associate worked to gain a full understanding of the current and potential workload, managing it throughout. The goal was to implement a seamless transition to a new service model blended across multiple organisations, including a new Service Desk, with a ‘one organisation’ ethos across teams. Following the completion of the the transition and initial set-up, our Associate took the responsibility for continuing to deliver the strategic direction and and operational services, leading enhanced organisational works to make the development as seamless as possible for Experian.

The results

By the end of the project, our Associate had overseen the founding and set-up of a new global service model, including a new Service Desk for Experian based in Cape Town, South Africa. This service desk went on to not only achieve, but exceed their service level agreement after the transition was completed. Colleague engagement was noticeably improved following the project, and Experian had a broader service capability coupled with significant cost savings as a result of our Associate’s work.

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