“essensys have made a huge impact over the past 14 months as together we have completely eliminated IT service problems and our IT and technology revenue per workstation is now 46% higher then the industry average”
CASE STUDY.
Targetspaces partners exclusively with essensys to deliver the e:senses solution into its business centres. The partnership has proved instrumental in increasing customer satisfaction; reducing customer churn and increasing Targetspace revenue per workstation.
The challenge
In the highly competitive world of supplying growing companies with serviced office space, operators constantly strive to meet or exceed tough client expectations. The typical business centre package comprises flexible rental of prime office space and meeting facilities along with fully integrated IT and communications services.
“The IT and communications service is becoming increasingly important to us as our customers simply can’t do business if they have IT problems” says Steve Finnegan (General Manager at Targetspace). “The industry is also well aware that the potential exists to generate new high margin revenue streams through the delivery of additional IT services” continues Finnegan.
The solution
With this in mind, Targetspace took the decision to outsource IT and communications to essensys in 2007. Prior to selecting essensys as their exclusive partner, Targetspace evaluated solutions against three key requirements:
- Reliability – the chosen partner had to be prepared to enter into tough SLAs with Targetsapce and demonstrate access to the technology and expertise to deliver on them.
- Flexibility – the ideal solution needed to be open and flexible. While customers’ IT requirements are invariably similar; they are never identical and Targetspace wanted to be able to flex to meet their needs.
- Simplicity – the chosen partner had to be prepared to commit to a real partnership based on simple pricing models that shared the projected upside from additional IT services between Targetspace and the partner.
The outcome
“essensys have made a huge impact over the past 14 months as together we have completely eliminated IT service problems” enthuses Finnegan. “My centre teams never have to deal with IT issues these days and when it comes to renewals, our customers actually tell us how good the IT service is” he continues.
So how do Targetspace measure the difference in economic terms?
Average customer stay at Targetspace has increased over that 14 month period to the point where it is now 55% better than the long standing industry average. That translates directly into reduced agency fees and better profits.
And what of that upside through additional services that Targetspace envisioned when making the switch to essensys?
“I ran the numbers the other day and our IT and technology revenue per desk is now 46% higher than the industry average” says Finnegan.
So to summarise the impact that essensys has had on the Targetspace business?
“Put it this way” said Finnegan, “the IT services that used to be my biggest headache are now my number one selling point behind the quality of my staff and buildings.”
To find out how essensys can deliver the same kind of value to your business contact us at simplicity@essensys.co.uk.