A rapidly growing service provider in the contact center industry faced a strategic challenge: the organization needed to modernize its IT landscape, but its internal procurement capacity was insufficiently equipped to handle a high-quality RFP process, vendor selection, and complex contract negotiations.
The software and IT infrastructure ecosystem was fragmented and not future-proof. There was no uniform management of SLAs, licenses, vendor performance, or risks.
PACT was appointed to oversee the entire IT procurement and contract implementation process. In the initial phase, PACT gathered all relevant contracts, vendor agreements, and technical requirements. PACT organized workshops with IT, security, finance, and operations to validate the functional and technical needs. Subsequently, a market study was conducted, supplemented with benchmarks and pricing models based on previous projects.
PACT developed a complete RFP: specifications, scoring models, use case scenarios, technical questionnaires, integration requirements, and contractual provisions (including SLA models, penalty mechanisms, and exit clauses). PACT, acting on behalf of the client, managed all contacts with potential suppliers. PACT organized a cross-functional team of employees to evaluate the bids and participate in the evaluations and negotiations.
During the contract negotiations, PACT played the role of commercial and legal negotiating partner: it organized and led negotiation sessions, revised pricing structures, improved service levels, and ensured clear contracts without loose ends.
Financial result:
a 22% decrease between new and old contracts and in addition a significant amount of cost avoidance.
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