Optimizing an Internally Managed MSP Program

As part of our strategic relationship with a long-term client, we proposed outsourcing their Talent Acquisition function.  The IT/professional program had shrunken considerably over the past decade, and the talent pool was not strong enough to serve internal customer needs.

With the same group of suppliers, the same job reqs, and the same VMS technology - but with a nearly 40% reduction in team size – Pinnacle was able to drive process efficiency and customer service to new highs as reflected in Net Promoter Score improvements and overall customer feedback.

The cycle time issue was particularly challenging, with a bimodal distribution reflecting the fact that large numbers of managers were often non-responsive in terms of resume review, interview scheduling, and offer extension. Via improved processes, communications, and training, Pinnacle was able to improve cycle times, fill ratios, and offer acceptance ratios.

When a new business unit expressed interest in re-joining the program, we proactively worked with their leadership to custom-tailor our program to their specific IT talent objectives. The business unit had previously focused on executing individual statements of work – often at higher prices – to source the necessary talent. As a result of Pinnacle’s best practices and strategic advice, the new business unit successfully filled the vast majority of their critical positions and remains a satisfied customer of the program today.