This week, dotStaff™ will be sharing some experiences and insight from an Alliance Partner that utilizes dotStaff™ as a component of its Managed Service Provider program. Andrea Connell, a Program Manager with this Alliance Partner, Knowledge Services, spent some time speaking with Julie Talatinian about accomplishments and successes achieved in the program she manages.
Today’s post is the first of four installments to this story.
Julie: Can you describe a typical day? A day in the life of Andrea!
Andrea: Whew! Non stop! It’s always, “Go, go, go, go, go!” Things that keep me busy can be anything from a vendor asking me about their payment or wanting help reconciling it, to a manager who has a hiring need, but has never used the process before, to teaching someone how to enter time. I also help Client managers to run various reports. There is never a “same thing, different day.” I don’t have a job that’s consistently the same. I never know what is coming at me from one day to the next.
Julie: It’s really fresh?
Andrea: Oh, yeah – every single day.
Julie: How does the dotStaff VMS allow you to better navigate a day as the MSP?
Andrea: Without that software, I don’t know how I would do it. I am immersed in dotStaff™ every day. When my phone rings, I know most likely I’m going to need to go into dotStaff™ to look at something. I might need to find out: when did this position get posted, how many resumes do I have submitted, can an interview be arranged with the candidate. dotStaff™ gives me all the information I need. It’s right at my fingertips. I don’t have to search through other files. It’s all stored there for me. It makes my day so much easier. I don’t know how companies or MSPs do it without dotStaff™.
Julie: Can you define what a Managed Service Provider (MSP) is and how you serve the client?
Andrea: Our client had no means of tracking their data for contingent labor or their invoicing for it. They had a contract with several vendors with locked in rates, but other than that, they didn’t know which vendors were being utilized nor what kinds of positions they filled nor at which rates. They had no way of knowing the scope of the project. So when we came in, we introduced the dotStaff™ software to measure, to track, to report, to invoice and to pay the vendors. So it’s basically a one stop shop for the client to access all data for their temp records, so they know all job titles that are being posted and filled. In addition, the time it will take to post and fill—they had zero record of that before. They didn’t even know which managers were using the [existing contract in place with vendors]. So the dotStaff™ tool we brought in to them, it delivers all of that to them. It’s all encompassing.
Julie: So is the service You or the Tool? Can you clarify?
Andrea: We are the MSP. We provide the service. We use the dotStaff™ tool as a component of our services. As the MSP, our team manages the complete temporary labor process for them. The dotStaff™ technology provides us tracking and billing capabilities. Before, if a Manager had a staffing need, she would communicate the need to whatever vendor she liked or to a group of maybe 2 or 3 vendors. With that way of doing things, there was no competition – no tracking – no reporting. There was nothing that could tell them if this was a market rate they were paying, or just a rate the vendor arbitrarily decided. So now, as the MSP, we have made improvements. We organized the activities into a practical and efficient process and my team manages that whole process for them.
For example, now when a Manager decides there is a need, she lets US know. We use the dotStaff™ tool, the software, to broadcast the need to their vendor community. The vendor community is a client-defined group of approved vendors. And we’re constantly refining that [list] to make sure that we’re getting the right talent all the time. So, the dotStaff™ tool helps us to broadcast the need to vendors and the vendors respond with resumes and bids. Then, the Manager reviews submissions and the Manager makes the selection. It is our job to administrate that whole process. We took that part away from the Client, which is exactly what they wanted. They want to still be involved, they want to still have control over who is hired, and they still want the visibility to reporting. But other than that, they want us to manage the process. We work directly with the vendors, representing the needs of the client. When problems and challenges present, we work to resolve them. So that’s what the MSP does.
Julie: Hence the word Managed Service Provider. You are the manager in this process.
To be continued…