“In a world rife with opportunism and promising more than it can deliver, 100% is hard to believe. Because it is unconditional. Full commitment, without concessions or restrictions. 100% is binding. All the way. It has no shades of grey, not one millimetre of slack. 100% is absolute magnificence. And it is rare.”
Here at Schuberg Philis, we all share the same conviction: customers who outsource their IT can – and must – be provided with a better service level by their providers. No shirking of responsibilities, exotic cost structures or overheads. We simply promise the full 100%. Not just in relation to the systems or the database, but also to the customer’s key concern: the availability of their mission critical applications.
Anybody involved in IT outsourcing will be familiar with the phenomenon of first-line, second-line and third-line support. Whenever there’s a problem, you first work your way through layers of agents with insufficient skills and expertise. Only once the problem has been escalated will senior engineers get involved. But they are so far removed from the customer that they don’t have enough background information. Enveloped by this system, it is virtually impossible to take responsibility.
Through hard experience, this was a problem that the company’s founders encountered time and time again. The cure? Cut through the red tape and pull the right team together who could think like the customer and get the job done– senior people with the right skills in the right place at the right time.
That’s how it all began – a philosophy and the creation of a culture determined to deliver 100%. Each and every time by:
- Deploying the people who do the actual work, the experienced engineers, in the frontline
- Assigning every customer with a dedicated team
- Involving every member of the team from day one
- Ensuring the team comprises all relevant disciplines and specialties.
100% is possible
Over the past few years, we have proved 100% is possible. With a drastically different model, a drastically different mind-set and in close collaboration with everyone involved. We will always keep putting our people in the frontline, in small independent units and with short communication lines. In dedicated teams that place a central focus on the customer. Complete commitment. No concessions or restrictions. 100%.
Read more about our vision and drive in our corporate story.
