- 20% reduction in non-billable time
- Improved utilization resulting in higher revenues
- Improved client confidence through stronger services process
- Greater operational transparency within the business
- Improved client transparency into activities and value delivered
It is a very interesting time for the IT outsourcing market in Brazil right now. We have the eyes of the world on us, as Brazil becomes a popular outsourcing destination. By keeping our performance up, our customers happy, and our costs low, Meta IT can very effectively compete in the global outsourcing market. For us, this is a very important thing, and Changepoint is playing a big role in allowing us to have a very strong service process that in turn builds client confidence.
About Grupo Meta
Headquartered in São Paulo, Brazil, Meta IT is a rising star in the IT outsourcing market serving Brazil, South America, the United States and European markets. The company originally began as a software development firm, but over the last number of years has shifted its focus to IT outsourcing, specializing in SAP, Microsoft technologies and web platforms, as well as programming support in Java, .NET, COBOL and natural software languages. Meta IT has more than 1,500 employees deployed on client projects in a variety of industry categories including insurance, financials, sales and retail.
With staff deployed on many projects and in many locations, Meta IT recognized the need for a strong and unified professional services automation (PSA) tool capable of managing people, projects, costs and invoicing activities across the company. The company briefly entertained the idea of building its own PSA solution, but came to realize that there were a number of mature commercial offerings available more than capable of meeting their project and resource management requirements. Pursuing the commercial off-the-shelf path, Meta IT evaluated nine software vendors and solutions, including IBM, HP, Changepoint PSA and several locally produced tools.
In the end, the company selected Changepoint PSA for the solution’s completeness, ease of use and manageability, as well as Changepoint’s services and support teams. Within a year of Changepoint’s implementation, the solution had 350 users, with deployment to new users across the company continuing at a fast pace.
One of the most important business processes at Meta IT is the onboarding of new clients and projects, and the company took advantage of Changepoint’s abilities in this area immediately. Today when a new client is added, or when a new contract is signed, the process runs from start to finish within Changepoint, allowing projects to be initiated, teams engaged, tasks assigned and time tracked – all within one solution.
As an IT outsourcing firm, Meta IT also quickly came to appreciate Changepoint’s resource management capabilities. Wesley Lacerda, senior vice president responsible for services and people management, explains. “One of our main objectives in deploying Changepoint was improved resource management. We are, after all, a business based on people, and we need to effectively manage that talent in all ways. If our team is not fully utilized, it directly impacts our profitability. We want to manage individual performance to identify skill gaps and transform people into top performers for our business. We also want to manage utilization—to know who’s working, who’s not and who’s wrapping up on a project so that we can redeploy them accordingly. Changepoint allows us to also maintain an inventory of specific skill sets. This is important as we often have individuals on our team serving in different roles on a variety of client projects, and this skills inventory and matching up of skills to project needs keeps everyone clear on their roles and their responsibilities.”
Time and expense tracking within Changepoint also helps to streamline Meta IT’s business. “We manage our time and expenses within the tool, and when we have indirect costs associated with a project, those costs are also recorded within Changepoint. Our timesheets are very detailed, and this is very important to our outsourcing business. In the past, we have struggled to transparently show a client all of the work we are performing and the activities against a specific project. With Changepoint, we can trace all activities, all time associated with those activities, the exact moment in time when tasks were performed, and when a customer has access to that information. This kind of visibility improves client communication, shows the value we are delivering, as well as reducing non-billable time,” says Lacerda.
Changepoint has also improved internal visibility into projects and client engagements across Meta IT’s organization. “With Changepoint’s powerful dashboards and reports, we can analyze operational performance, compare performance on projects and better understand the performance of individuals on our team. Every morning when I arrive at my office, I begin my day by opening my private dashboard in Changepoint, giving me a current status on all operations. I can see, for instance, when a customer has just implemented a new project because the rate of incidents against that project and client are higher than normal. I can also identify more mature projects with a lower incident rate. This allows us to understand the relative maturity of our client base, anticipate problems and set goals for desired performance.”
In terms of productivity improvement, thanks to Changepoint, Lacerda estimates the solution has reduced non-billable time across the company by 20%, a reduction that translates to a significant reduction in costs to the company. And with its resources more fully utilized, Meta IT is not only saving costs, it is driving more revenue for the business.
Meta IT is growing rapidly in size and in market reach as one of Brazil’s rising IT outsourcing stars. Facilitated by Changepoint’s powerful PSA solution, the business is better able to manage its client relationships, ensure projects stay on track, achieve higher levels of resource utilization and draw top performance out of its team.
“It is a very interesting time for the IT outsourcing market in Brazil right now,” explains Wesley Lacerda. “We have the eyes of the world on us, as Brazil becomes a popular outsourcing destination. By keeping our performance up, our customers happy and our costs low, we can very effectively compete in the global outsourcing market. For us, this is a very important thing, and Changepoint is playing a big role in allowing us to have a very strong service process that in turn builds client confidence in Meta IT.”