Transforming MSP Services for a Canadian Telecom Company

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Transforming MSP Services for a Canadian Telecom Company

The story

Our client, a leading Canadian Telecom company, offers a diverse range of services, including Fiber Internet, Wireless Home Internet, cloud hosting, IP voice, and collaboration solutions. Prior to partnering with Hays, the client faced challenges with their Managed Service Program (MSP). Dissatisfied with their previous provider's lack of innovation and support, the client contemplated bringing their MSP in-house.


The challenge

Their previous MSP lacked innovation, guidance, and collaboration, leading to a strictly transactional relationship. Compliance issues, inefficient payrolling processes, and improper worker documentation further exacerbated the situation. The client struggled with navigating the program and faced challenges in ensuring compliance and efficiency.


The solution

Hays stepped in to revamp the broken MSP program. We focused on improving payrolling processes, proper worker classification, and resolving compliance issues promptly. Our operational model engaged business partners and subject matter experts to guide hiring managers through the recruitment process.

Introducing our Contract Management Office (CMO) service streamlined administrative functions and enhanced contract structure. Leveraging support from our International Sourcing Center (ISC) facilitated efficient back-office tasks such as payroll management.


The outcome

The transformation resulted in significant improvements. We streamlined processes, ensuring all contractors were compliant with necessary documentation, leading to a 100% compliant program. Our efforts in updating rate cards and optimizing processes resulted in a reduction of over 20% in costs.

By providing consultative guidance and fostering a partnership approach, we enabled our client to make informed decisions and appointed Hays as their long-term MSP successor.

Hays has transformed the MSP services for our client by addressing their challenges at the source, implementing solutions tailored to them, and delivering tangible outcomes that resulted in cost savings, compliance improvements, and a strategic partnership.

If you’re interested in learning more about Hays MSP solutions, contact us and we can walk through some of your contingent workforce challenges together.

800~ hires annually

20% reduction in rates

100% compliance

MSP, CMO, and SOW across all territories


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