In a move to streamline processes and slash costs, online travel agency ebookers has signed a five year pan-European outsourcing agreement worth £7.8m with BT.
BT will deliver a fully managed service including a customer contact centre and WAN (wide area network) across 31 sites in the UK and mainland Europe.
The managed service is expected to save ebookers £1.6m over the period of the contract by reducing its cost base and consolidating a number of processes.
Ebookers has previously held agreements with multiple suppliers, who all had their own service level agreements and disparate billing arrangements.
The BT deal brings everything under a single master agreement and provides one point of contact, making it easier and more cost-effective for ebookers to manage. It also supports the ambitious growth targets of ebookers as BT can easily add additional services to the existing system.
BT uses a cost of ownership model from Deloitte to validate the return on investment ebookers would gain from the managed service. As a result, ebookers can quickly assess the cost savings it would gain as well as making the company aware of softer, more intangible benefits from the service such as a single service desk for all services and a dedicated service manager.
Dinesh Dhamija, ebookers founder and CEO says, “With the rapidly increasing size of our internet business, an efficient contact centre and robust, reliable network is crucial to maintain a high standard of customer service.
“Our strong growth targets meant that we needed an outsourcing partner that could scale its services as and when we needed. We were impressed by BT’s solid evaluation for return on investment and its expertise in delivering this type of service, making them an ideal choice.”
This article was part of Computer Weekly's managed services business channel, sponsored by Computacenter.