Case Study

Firstsource

Specialising in diverse sectors such as banking, financial services, healthcare, and telecommunications, Firstsource is renowned for its commitment to enhancing customer experiences and operational efficiencies through advanced technologies and a global delivery model.

Our collaborative efforts focused on seamlessly transitioning the cleaning and security teams across four sites, navigating communication barriers, and harnessing operational efficiencies to optimise service delivery. Top of Form.

Post Contract Award

We assigned our dedicated mobilisation team, who kicked off the mobilisation by clearly communicating with the sites. Introducing each member of our team who would be involved in the smooth transition, we prioritised transparent communication as the foundation of our approach.

With a clear understanding of the challenges ahead, our team endeavoured to establish trust and rapport with the employees and key stakeholders at each site. This initial step set the tone for collaboration, laying the foundation for a successful transition process under TUPE regulations.

The Challenge

We encountered challenges primarily around the transfer process from the previous suppliers. One obstacle was obtaining information from three incumbent suppliers. This process was delayed by approximately two weeks, which posed difficulties in planning and coordination.

On the initial whole workforce briefing to introduce Samsic UK and make staff aware of the transfer, employees were concerned over job security. However, they were extremely positive at the prospect of working with a company that were discussing delivering proper uniforms and equipment, which had been lacking under the previous contract.

The Solution

Although we faced a setback in receiving the necessary information from the incumbent suppliers, our dedicated mobilisation team swiftly took action to mitigate its impact on the contract. Despite the delay, we ensured that all preparations were completed, enabling a seamless transition once the information was received.

Effective communication with both Firstsource’s key stakeholders and the on-site staff played a crucial role in providing reassurance and maintaining confidence in the contract’s timely commencement. By addressing concerns about job security through transparent communication, we successfully relieved concerns and fostered a positive atmosphere contributing to a successful mobilisation.

In addition to addressing challenges, we collaborated closely with the onsite teams to elevate their skills. We provided specific training the new technologies being introduced, including cobotics and backpack vacuums equipping them with the necessary expertise to effectively utilise the new equipment and optimise service delivery.

Outcome and the Result

Overall, the transfer had a positive impact on team dynamics and morale, as employees appreciated the improvements in uniform provision and felt a sense of empowerment from the training we had provided.

As a result, the mobilisation process achieved its objectives of a seamless, successful transition of all employees and improved operational efficiency, positioning Samsic for continued success in delivering exceptional service across the Firstsource.

Client Benefits

By consolidating cleaning and security services under Samsic, Firstsource benefits from streamlined operations, enhanced efficiency, and improved cost-effectiveness. The successful transfer of all personnel and the increase in team morale further underscore the benefits of our partnership, with smoother communication, easier oversight, and simplified administration contributing to overall operational excellence.

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