Key Ingredients of Successful Partnerships – Part II

Executive Insights3 minutes readDec 10th, 2015

Part II

We continue to highlight client experiences in partnering with Unisys in Part II of this blog series looking at the key ingredients to successful partnerships. While you’ll find common elements across each of the stories on why they have partnered with Unisys, there are also a variety of different attributes that were both surprising and unique.

Capita, a market leader in Business Process Outsourcing, was looking for a strategic partner to augment their offerings with mortgage services capabilities and experience. “We looked at a variety of potential partners to team with us, but Unisys stood out by offering their proven industry leading capabilities, experience, rigor and discipline to build an integrated team,” explains Martin Prescott, Executive Director at Capita plc. “From the beginning, Unisys added value by sharing ideas on how we could position our joint team to win with innovative concepts that build trust and respect,” adds Prescott.  The teaming approach from both Capita and Unisys eliminated a possible competitive environment between the two companies.  The value of the partnership was experienced by everyone through the initial bid stage, win and roll out of the joint services to the client.  The key ingredients to the partnership are building a seamless, fully integrated team with mutual aligned interests, respect and values.

Starbucks is a global brand providing its’ well-known coffee and other offerings at neighborhood stores in 68 countries throughout the world. “Our core values are our partners, our coffee and our customers. With ~15 million cups of coffee sold daily, we are dedicated and performance driven at all levels within Starbucks and our supporting partners,” says Jan Willem Sewalt, Operations Excellence Office, Service Strategy and Design, Starbucks Coffee Company, EMEA.  Operational excellence is an attitude that both Unisys and Starbucks share.  Unisys has been providing IT services for Starbucks since 2006 including help desk services, data center hosting, network and server monitoring and support, configuration and maintenance.  These services cover Starbucks retail store support ensuring all systems are up and running providing excellent customer service. “Being a partner is standing shoulder to shoulder with each other to identify and continue to improve IT processes and customer satisfaction. It is like marriage that requires a mutual investment,” adds Sewalt.  The key ingredient to the partnership is the shared goals of collaboration and continuous innovation within the stores and support centers to ensure the ultimate customer experience that increases brand loyalty.

These partnerships highlight the value of team work and innovation. A successful partnership team inspires all members to collaborate, infusing new ideas while embracing the trial and error method of solving problems. As the saying goes, there is no me in team. The combination of the joint team members and their ability to work together is critical. The true reward is the value of the product, solution or service experienced through the customer perspective that drives loyalty. Stay tuned for Part III of this partnership topic series.

Tags-   customer expereince Customer loyalty Customer Satisfaction Innovation teamwork