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CASE STUDY
Project Director, Global Brand, UK
Industry: Automotive
Function: Indirect Procurement
Transformation Focus: Vendor Performance | Strategic Alignment | Operational Excellence
A Contract That Was No Longer Working
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For years, a leading automotive brand in the EMEA region relied on a single vendor to handle its multilingual customer acquisition and fulfilment services. What started as a stable partnership had drifted off course.
Delivery issues mounted. Accountability was unclear. Performance lagged.
With a major contract renewal looming, the client stood at a pivotal moment: walk away, start again, or fix what had become increasingly fragile.
But how do you transform a relationship that’s lost its rhythm?
That’s where Envisago stepped in—with structure, clarity, and a roadmap for rebuilding.
Envisago’s Approach: Making the Relationship Work—By Design
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This wasn’t just about rewriting a contract. It was about rethinking the partnership—through the lens of mutual value, performance integrity, and strategic alignment with a premium customer experience vision.
Transformation Journey: Every Phase a Step Toward Strategic Maturity
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Phase 1: A Clear-Eyed Look at the Present—Vendor Site Audit & Operational Review
We started by getting inside the operation—literally and structurally.
On-Site Fulfilment Audit:
We assessed the vendor’s delivery environment, surfacing root causes of underperformance—from process delays to breakdowns in cross-team coordination.
Contract Reality Check:
We reviewed the existing contract and statement of work, pinpointing vague expectations, missing metrics, and weak accountability mechanisms
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What We Found:
The contract didn’t support high performance. It didn’t reflect the client's evolving strategy. And the operational gaps were widening, not closing.
Phase 2: Rewriting the Rules—Restructuring the Contract
A better relationship starts with a better framework.
Quantitative Rigor:
We introduced KPIs, SLAs, and performance-based metrics directly tied to service quality and customer outcomes.
Qualitative Guardrails:
We built in principles of partnership—communication routines, escalation paths, and relational expectations.
Statement of Work, Redefined:
Clearer deliverables. Sharper alignment with brand standards. Built-in flexibility for strategic evolution.
This wasn’t just a legal fix—it was a strategic reset.
Phase 3: Shared Ownership, Real Change—Creating a Roadmap for Collaborative Improvement
The contract was only the beginning. We facilitated the relationship work that needed to follow.
A Strategic Action Plan:
Prioritised changes by impact and risk, giving both sides a clear path forward.
Brokered Alignment:
Hosted candid dialogues between client and vendor leadership to rebuild trust and clarify expectations.
Performance Culture Reset:
Encouraged regular check-ins, issue resolution frameworks, and shared KPIs to keep progress on track.
Trust was no longer assumed—it was built, week by week.
Outcomes & Impact: From Fracture to Function
Stronger Service Delivery:
Fulfilment became more consistent. Delivery issues declined. Service reliability returned.
Transparent, Accountable Vendor Relationship:
Instead of chasing issues, both sides were steering performance—proactively and collaboratively.
A Shift in Culture, Not Just in Process:
Vendor teams and client managers felt more empowered, more heard, and more effective.
Improved Morale on Both Sides:
Tension gave way to ownership. Finger-pointing gave way to shared pride in results.
Strategic Alignment Restored:
The vendor’s operations now reflected the client’s premium customer promise—not just in intent, but in daily delivery.
With stronger rhythms and a smarter contract in place, the foundation is now set for ongoing improvement—and eventual AI-driven fulfilment and CX innovation.
Strategic Takeaways
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Vendor relationships don’t deteriorate overnight—and they don’t improve through oversight alone. They improve through intentional design.
At Envisago, we help organisations shift from reactive vendor management to strategic supplier partnerships—rooted in mutual accountability, human understanding, and clear systems for performance.
Because contracts shouldn’t just document obligations. They should drive transformation.
Client Testimonial​
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"What I enjoyed most about working with Envisago was their professionalism, their integrity in dealing with sensitive areas, and their handling of the people affected by the project."
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— Procurement Director, Leading EMEA Automotive Company
Aligning AI with People, Process & Purpose.
Ready to transform your organisation and achieve lasting impact?
Contact us today to discover how Envisago can empower your organisation to navigate change confidently and prepare for the future.
Email: hello@envisago.io
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Schedule your free consultation today!