Schuberg Philis maintains long-term relationships with a wide range of organisations that need 100% uptime and total reliability for their outsourced mission critical applications. These companies have adopted a new way of working – multi-sourcing non core business to teams and specialists that they can rely on. With experience comes familiarity – we understand the drivers, the processes, the solutions and the desired outcomes. And importantly, we know how to get there.
Our customers are active in various industries, but share similar profiles. Typically, they’re experienced in outsourcing, know the ropes and are looking for specialist partners who know – or want to know – as much about their business as they do. And who share their drive. They look for guarantees, total performance in a vendor neutral environment with immediate and long term fixes and solutions to keep their mission critical applications – regardless of whether an online banking system or round-the-clock marketing service – operational 100% of the time. Other characteristics:
- Large to medium-sized organisations;
- Operating in regulated markets;
- Augmenting corporate IT/shared service centres or specific business units with specialists;
- Strong focus on governance and change/risk management;
- Balancing control, flexibility and innovation;
- Selective outsourcing to specialists;
- Partnering with vendors of critical applications.
Intrinsic to, and inseparable from, a profound appreciation of customers’ pain points is the development of close customer relationships. And building these long lasting and successful relationships depends on ‘substance’: real rapport and foundations and an absolute commitment to getting everything 100% right first time.
And perhaps that’s why, year on year, our customers reward us with outstanding results in the industry surveys. In the Giarte 2011 Outsourcing Performance survey Schuberg Philis has received the highest customer satisfaction score for the sixth consecutive year according to the Giarte Outsourcing Performance Survey, the annual benchmark for IT outsourcing in the Netherlands. Schuberg Philis also received the highest recommendation score in the Dutch IT outsourcing sector: all of its customers recommend Schuberg Philis as an outsourcing partner to other organizations.
A dual selection process
Our customers are just as demanding as we are and they can expect complete commitment. We go all the way for our customers. However, this doesn’t mean that they can stop looking after their own affairs – we demand the utmost from them as well. After all, the stakes are high.
Therefore we also have our own customer selection process. The supplier/customer relationship should be derived from a dual selection process: any long term relationship, like marriage, requires joint commitment combined with a range of attributes like honesty, transparency, humour and professionalism.
This is not about arrogance, it’s about sharing the same ideals, business beliefs and philosophy and a fundamental conviction that – with everyone engaged (something we call co-creation) – 100% is deliverable. Some other benefits:
- We are completely vendor-neutral regarding hardware and operating systems;
- Schuberg Philis offers customers 100% systems availability, flexibility and certainty. We meet all risk management and compliance requirements and yet can implement changes quickly;
- Each customer is assigned a consistent point of contact and dedicated team that does the work from the very first day. The team comprises of senior engineers with all relevant disciplines and specialities;
- We are fully transparent and fully auditable;
- We build long-term relationships with customers, partners and employees so that together we can build innovative, reliable and robust solutions – deploying people, technology and processes so that 100% becomes and remains achievable;
- Our service level agreements are simple yet effective – the foundations for exceeding customer expectations;
- We have a fixed price system that’s easy for our customers to budget and forecast. If we do not live up to our promise, we suffer financial penalties – no strings attached.
