This large parcel carrier consistently suffered financial losses from customers underpaying for it’s services. The only effective way to improve this situation was to incentivise better customer behaviour, and they had shaped and mobilised a c.£100m change programme, with projects crossing commercial, operations and technology. There was also a robust financial case in place.

Tessiant is now a delivery partner for this programme, working alongiside the internal and other supplier teams to both govern the programmes and lead the delivery of specific projects and initiatives across finance, operations and technology.

This ongoing partnership has allowed the client to bring in specific expertise they lacked; namely: portfolio management, financial analysis, programme management – all bolstered by previous knowledge of the client’s operations. We are also able to increase capacity beyond what the internal teams can supply. A key difference is how we use our knowledge of the programme to deploy consultants who fit with the culture fit and have the right experience, while ensuring they support each other closely.

The success of this programme relies on creating change in customer behaviour and embedding new processes into the client organisation. And that success has been realised: it has influenced customers sufficiently to exceed financial targets, and it delivered within budget. As well as uplifting internal capability.