Vayam

BACKGROUND

Introduce your business and what you do there.

At the time of this contract, I was head of the technology practice at Mercer, a global human resources consulting firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Vayam?

Mercer had begun a new partnership to resell another product as part of our portfolio. However, we needed expertise in implementing the product and were facing staffing constraints, so we decided to seek assistance from a consultant.

SOLUTION

What was the scope of their involvement?

Vayam served as a full-service implementation provider. Because of our staffing constraints at the time, we knew we wanted somebody we could put in front of a client without needing our project team to take the lead or oversee the process. It was important they not only had experience with the product, but also the ability to manage a client relationship and manage projects without direct oversight.

Vayam’s team would sit down with our clients to get a better understanding of their issues, challenges, and plans so that they could accurately configure the product. Further, they’d work with the IT department to address things like connectivity, setting up single sign-on, and the like, so that the system could run smoothly and the HR team could easily access the data and technology.

What is the team composition?

Throughout multiple projects, there were at least three people I worked with on a regular basis. One individual was the main contact and was in charge of assigning work and configuring teams. There were several other people that did the implementation and did everyday things like following up on customer issues.

How did you come to work with Vayam?

We knew the head of Vayam from his former role at a company we partnered with in the past. Vayam knew the product we were trying to implement. Even more, we knew of Vayam’s reliability through prior work we did with them as part of another organization and I knew them to be people we could rely on to get the job done.

How much have you invested with them?

Projects ran from approximately $100,000–$500,000. That was for the services we would pull the Vayam team in to do, such as performing the implementations. Licensing fees and other costs are not included in that figure.

What is the status of the engagement?

The contract began in 2012. While Mercer is no longer offering that product and is not using these specific services anymore, Vayam still works with some of the customers from that original engagement.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The number one thing was customer success. Our clients were very satisfied with the work that they got. Oftentimes, they would specifically request that we maintain that relationship and not put anyone else on that project. We were able to add some work that we had not done before through an ongoing annual retainer in which our clients paid extra in order to have access to those services year-round. They knew they could call on them at any time and get things done.

How did Vayam perform from a project management standpoint?

I don’t think they ever missed a deadline. They are one of the few partners with whom I am comfortable missing a meeting when necessary. I knew they would manage that session and bring the project to fruition on time and on budget.

What did you find most impressive about them?

If there was something new to learn, they’d do that on their own initiative. I didn’t have to rely on providing training, or even direction, on things they had not worked on before. In a consulting organization, where you need people operating at the same level and you’ve got a lot of constituents overlooking a project, to have those projects go well and go smooth, without having the senior client manager calling you to tell you the client is unhappy, is significant.

Do you have any advice for potential customers?

Be clear about your objectives and define them together so that everyone is on the same page.