“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.”
But it’s real. 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. No politics. The full 100%.
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 – with people, capable of decision making up front at the start – 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 specialities.
It seems simple and it’s certainly effective. But other established outsourcing providers have failed to replicate it – their company structures, processes and operations too rigid….
Schuberg Philis has been in the IT outsourcing market since 2000. The company has a unique promise: 100% uptime for mission critical applications. Well-established providers work on the basis of comprehensive service level agreements that detail exactly what they do, but more specifically what they do not do. They promise a world of ‘ifs and buts’ – a performance of almost 100%. Any change, any modification costs more.
Schuberg Philis breaks tradition, taking full responsibility for the work and risks. 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.
Unconditional
If we do not live up to our promise, we suffer financial penalties. No strings attached. But everyone involved needs to be engaged in the process. We build long-term relationships with our customers, partners and employees so that together we can build structurally sound solutions. To deploy people, technology and processes in such a way that 100% becomes and remains achievable.
We take full responsibility for the integrity and availability of our customers’ IT infrastructure. End to end, from the networks and systems to the databases and applications. We are the keepers of continuity, the technical conscience. We offer customers:
- Flexibility
- Certainty
- Risk management and compliance requirements
- Rapid change implementation
- Guaranteed 100% availability
- Full audit.
Very helpful people
Expect complete commitment. We go all the way for our customers. It’s the people that own Schuberg Philis and the people that make it what it is. Working overtime when needed – evenings and nights if need be – they’ll do anything to make 100% happen, to exceed customer expectations and take satisfaction from a job well done.
100% is possible
Over the past few years, we have proved 100% is possible. With a drastically different model, a drastically different mindset and in close collaboration with everyone involved. Our model and our approach work and will continue to work, even as we grow. 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, no restrictions. All the way. 100%.
