MAC-BAU Program Management for S&P 100 client

The Client

S&P 100 U.S. telecommunications company with:

• Annual revenue in excess of $110 billion 
• More than 150,000 employees

Project Summary

Design an efficient national MAC program that reduces costs and staff time.

The Challenge

In 2015, this company processed more than 21,000 MAC (Move Add Change) work orders for office furniture-related “break-fix” requests and small office moves. Approximately 90 vendors managed those work orders. Each order triggered a separate invoice and payment, and tasks were fulfilled on an “on-demand, anytime, anywhere” basis. WeSolve was one of those vendors, providing MAC services for the client in several states through its network of suppliers.

The Solution

The Hilldrup Planning Services team recognized the opportunity for tremendous efficiencies and cost savings for this client. After several meetings with the company and thoroughly researching their site-specific work order records, Hilldrup developed a Service Day Model for batching and fulfilling individual MAC work orders.

The Service Day Model engages Hilldrup’s extensive, vetted network of workplace and relocation service providers. Hilldrup strategically dispatched these suppliers to address individual workplace MAC service requests, ensuring that multiple tasks are completed during each visit.

Given its competitive pricing arrangements with these suppliers, Hilldrup was able to pass on significant cost savings to the client. Hilldrup managed the payments to these suppliers and sent the client a single monthly invoice for all services performed in our assigned territory.

To ensure a continued high level of employee satisfaction under this new system, Hilldrup designed and now manages an employee work order response process that begins with an auto-response email confirmation followed by a phone call to gather more information and initiate the scheduling process.

The Result

The company opted to implement the Hilldrup’s Service Day MAC Program in 18 southern states with approximately 150 locations. Two Hilldrup Project Coordinators manage the program full time.

Thanks to Hilldrup’s dispatching model, vetted network of suppliers and management of the program, the number of suppliers serving these locations was reduced by more than two-thirds. A two-person work crew addressed up to eight work orders at a site in a typical service day. As a result, the client substantially reduced its MAC labor costs and related expenditures and significantly scaled back the number of employees devoted to managing suppliers and MAC functions.