End-to-End Outsourcing Advisory Services
From feasibility analysis through vendor selection, contract development, and ongoing governance — MetricNet provides the data-driven advisory expertise that ensures outsourcing success. With decades of experience and the most comprehensive outsourcing contracts library in the industry, we save you hundreds of hours and put you on a sustainable path to outsourcing success.
Why Outsourcing Relationships Fail
Through decades of benchmarking outsourced service desks, desktop support, and contact centers, MetricNet has identified the 11 most common failure modes that undermine vendor relationships. Understanding these patterns is the first step toward building a productive, mutually beneficial outsourcing partnership.
Benchmarking data shows that many vendor partnerships are not successful. More often than not, either the client, the vendor, or both are dissatisfied with the business relationship. Standard corporate procurement practices and contracts are not adequate for today's complex outsourcing environment — in many cases they virtually assure a failed vendor relationship.
The 11 Failure Modes in Outsourcing
- 1The vendor over-promises, and fails to deliver on their commitments
- 2The client fails to exercise proper governance over the vendor contract
- 3The vendor underprices the contract and fails to earn a profit
- 4The contract fails to align vendor with client goals and objectives
- 5Vendor reports contain raw data, but rarely include proper diagnosis
- 6The client does not understand the metrics included in vendor reports
- 7Both client and vendor view the contract as a zero-sum game
- 8Vendors spin data and reports to cast themselves in the most favorable light
- 9Continuous improvement is ill defined or not included in the contract
- 10Vendors experience extremely high turnover on a client project
- 11Vendors and/or the client do not adequately train personnel
The Complete Outsourcing Lifecycle
MetricNet's outsourcing advisory services cover every phase of the outsourcing journey, from initial feasibility through vendor selection, contract development, and ongoing governance.
Outsourcing Feasibility Analysis
Considering Outsourcing?
Many organizations are curious about outsourcing but don't know where to start. MetricNet's Outsourcing Feasibility Analysis answers the critical questions definitively and comprehensively: What are the pros and cons? What is the cost? Should you go offshore or remain onshore? What is the business case and ROI for outsourcing?
Methodology
- Current State: Performance, headcount, and spending levels
- Goals: Performance enhancement, cost reduction, customer experience
- Preferences: Onshore vs. offshore vs. nearshore, full vs. partial outsource
Deliverables
Comprehensive Outsourcing Feasibility report including current state benchmarks, insourced and outsourced alternatives comparison, cost of outsourcing (one-time startup and steady state), ROI analysis, and sourcing recommendations based on benchmarks, ROI, goals, risks and benefits.
RFP Development
Developing a Winning Request for Proposal
The Request for Proposal (RFP) is a crucial part of the outsourcing process. Many outsourcing initiatives fail before they even get started, all because of a poorly written RFP. MetricNet's RFP Development Service leverages this early phase to ensure your vendor partner delivers world-class services incorporating industry best practices. With the largest database of RFPs and outsourcing contracts in the industry, MetricNet has the tools and benchmarks to help you write a winning RFP.
Methodology
- Current State: Performance, headcount, and spending levels
- Existing Vendor Relationships: Contract review and SWOT analysis
- Performance Targets: Service levels, KPIs, customer experience, shift left
- Requirements: Geography, languages, AI adoption, ITIL maturity, ticket reduction
Deliverables
A vendor-ready RFP in as little as one week, incorporating industry best practices while avoiding the most common mistakes seen in company-issued RFPs. Includes stakeholder alignment and procurement policy compliance.
Vendor Evaluation & Ranking
Objective Vendor Proposal Assessment
Evaluating and ranking vendor proposals has historically been a very painstaking, time-consuming task. Outsourcing proposals are often hundreds of pages long and notoriously difficult to normalize and compare. MetricNet is the only firm in the industry that includes outsourcing benchmarks in the vendor evaluation process, ensuring all vendor claims are substantiated through rigorous benchmarking. This is particularly crucial when it comes to service levels, customer experience, and KPI targets, where it is common for vendors to make performance claims that are not supported by industry benchmarks.
Methodology
- Proposal fit with client requirements
- Ability to deliver on contractual promises
- Technology maturity and AI capabilities
- Industry reputation and client references
- Training and human resource management
Deliverables
Comprehensive report showing each vendor's overall proposal score and individual scores for each major category and sub-category in the evaluation matrix. Includes intercomparison charts, tables, graphs, and benchmarking validation of all vendor claims.
Vendor Contract Development
The Contract That Ensures Success
The contract you sign with your outsourcing vendor will become the legal and governing document for your business relationship. If written well and enforced through proper governance, the vendor contract can help ensure a successful vendor partnership. MetricNet's Vendor Contract Development service is built upon decades of vendor contracting and negotiating experience. It consistently results in vendor and client performance that is in the top quartile for the industry.
Methodology
- Client requirements and objectives
- Continuous Improvement goals
- Performance targets and service levels
- Financial incentives
- Process and technology maturity goals
- AI adoption targets and transparent pricing
Deliverables
Complete vendor contract tailored for your unique environment and business requirements. Can be executed immediately with your vendor, or serve as a starting point for further refinement and negotiation. Protects against the most common failure modes in outsourcing while incorporating industry best practices.
Service Desk Customer Satisfaction Survey Template
There are almost as many different ways to measure customer satisfaction as there are service desks that track the metric. MetricNet's Customer Satisfaction and Loyalty Survey Template presents a valid, standardized approach to measuring customer satisfaction for all service desks. Free to download with a MetricNet membership.
Download the TemplateDon't Go It Alone
When it comes to outsourcing, there are many pitfalls. With decades of outsourcing experience and the most comprehensive outsourcing contracts library in the industry, MetricNet will save you hundreds of hours and put you on a sustainable path to outsourcing success.