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How a logistics company got its IT provider hitting 94% of targets, for 22% less.
The managed IT provider missed most of its service targets, but the invoice arrived in full every month. Skillfi's fractional CIO set clear service levels, made performance visible and renegotiated the contract, so the company finally got what it paid for. It's how our fractional CIO service works: technology that makes the whole business run better.
Paying full price for half the service.
The company runs eight depots and a fleet of 300 trucks, and relies on IT for dispatch, tracking and billing. All of its IT support was outsourced to a managed services provider on an $860,000-a-year contract.
The contract had vague promises and no penalties. Urgent issues at depots took two days to fix, dispatchers lost hours to slow laptops, and the same problems kept coming back. The provider's monthly report said everything was fine. Nobody inside the company owned the relationship, and the contract was about to auto-renew for three more years.
Their reports were always green. Our depots were telling a very different story.
COO, client
Measure it, then pay for results.
Our fractional CIO took ownership of the provider relationship, gathered the facts and used them to reset the contract before it renewed. The new contract terms were reviewed by our legal & compliance team.
The real picture
Six months of tickets, outages and staff feedback analysed independently, showing exactly where the provider fell short.
Clear service levels
Response and fix times by priority, depot uptime targets and first-time fix rates, with service credits when targets are missed.
Ongoing oversight
A live dashboard, monthly performance meetings and quarterly business reviews, run by the company, not the provider.
5 months, step by step
From an unchecked contract to a provider held to clear targets. Here's how the engagement unfolded.
- Month 16,200 tickets reviewed
Independent review
Ticket data, outages, contract terms and depot staff feedback reviewed to measure real performance.
- Month 1–2Renewal stopped
Renewal paused
Auto-renewal stopped in time and the provider given a formal improvement plan with clear deadlines.
- Month 212 service levels
Service levels defined
Targets set by priority and depot, with service credits and a clear way to escalate problems.
- Month 33 quotes
Market check
Three other providers asked to quote, giving a clear benchmark for price and service.
- Month 4−22% cost
Contract renegotiated
A new two-year contract with lower fees, service credits and the right to exit if targets slip.
- Month 594% of targets met
Ongoing oversight
Live dashboard, monthly reviews and quarterly business reviews handed to the internal IT lead.
How the provider is run now
Four habits that keep an outsourced IT provider accountable, long after the contract is signed.
Clear service levels
- Fix times by priority
- Depot uptime targets
- Service credits
One shared dashboard
- Tickets & fix times
- Repeat problems
- Staff satisfaction
Problems fixed at the root
- Missed targets explained
- Repeat issues tackled
- Actions with owners
A provider that adds value
- Business reviews
- Improvement roadmap
- Cost & value check
Five months later
Service targets met each month
Same provider, now held to clear targets.
We kept the same provider, but now we pay less and get far better service. Our depots stopped complaining about IT within three months.
COO, clientPaying your IT provider in full for patchy service?
Our fractional CIO will measure your provider's real performance, set clear service levels and renegotiate your contract, then keep them accountable. Need the contract terms checked? Add our legal & compliance team.
- An independent performance review
- Clear service levels & credits
- A renegotiated contract
- Dashboards & quarterly reviews
30 minutes. No obligation.
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