Enduring Excellence

Meeting Missions: Laying the Groundwork for a Lasting Partnership

Nearly two decades ago, a global technology company sought a new managed service provider (MSP) to address numerous issues with its existing contingent workforce management program. Not only did they need a new MSP to fix errors in their vendor management system (VMS), but they needed expert guidance to find much needed cost savings and position the company for future growth.

Enter AGS Managed Services (AGS). When we took over the account, we inherited a program that was lacking rate control, missing essential cost-saving levers and suffering from consistent invoicing errors and extensive tax errors that needed correction. Our focus was on compliance, consistency and cost control.

As a pioneer in its field, the company needed highly skilled engineers to maintain its competitive edge and position as an industry leader. The AGS team initially joined as a contracted extension of the client’s HR department, but we quickly demonstrated our ability to source top engineering talent, which emboldened the client to expand its hiring requests to include roles in light industrial, manufacturing, finance, administration and IT. AGS quickly became a trusted, integral part of the business and restored the client’s trust in having an MSP partner.

Beyond program repairs and cost savings, the client required an MSP partner capable of managing both government and private sector contracts, making extensive compliance and regulations knowledge a critical component in the relationship. Within the first year, the MSP also needed to oversee 700 to 900 workers and manage $30-$60 million in spend across multiple locations.

Taking Action: Calibrating Capabilities for the Highest-Level of Customer Care

At the outset of our partnership, the client was understandably cautious due to its previous MSP partnership. However, within one year, we successfully corrected rate cards, resolved invoicing discrepancies and recovered approximately $5 million in tax errors. Additional short-term wins included reducing time to start by 25 days, shortening cycle time by 10 days and enhancing overall hiring workflows within the client’s VMS. AGS then implemented a bill rate process that improved overall rate compliance and generated $10 million in savings.

Throughout our partnership, AGS has been proactive and reactive to our client’s needs. When the client needed to fill roles quickly, we innovated our approach. We redeployed proven talent and implemented simultaneous MSP and direct hire programs to expedite resume reviews and determine the best talent for getting work done. These strategies, combined with a high level of customer service, have resulted in multiple awards from the client, including earning the highest possible NPS score for the last three consecutive years – up 20 points in just one year – and several best-in-class hiring manager ratings. Through several mergers, the partnership between the client and AGS has remained strong. In recent years, the client expanded our collaborations to include services procurement, increasing program to $180 million in spend under management.

Delivering Impact: Rising to Challenges Accelerates Results

After nearly 20 years of partnership, AGS has learned that the key to longevity is to continually provide a fresh perspective, advanced solutions and to deliver desired results. Built on a foundation of trust, the long-running program continues to thrive and is poised for global expansion. The program has achieved $3.9 million in negotiated rate savings and an additional $2.4 million in rebates and significant cost reductions by identifying misclassifications.

The client has recognized AGS as Supplier of the Year eight times and awarded AGS the Premier Award for Excellence in Business Management, Customer Service and Collaboration four times since 2021. Individual AGS leaders have also received recognition through individual awards in addition to multiple best-in-class scores.

Through ongoing optimization, significant cost savings and an extraordinarily dedicated on-site team, AGS has established a trusted partnership that has stood the test of time and continues to deliver excellent results for our client.