ServiceCentral

ServiceCentral was outsourcing most of their software development to a great team in St. Petersburg, Russia. The relationship had been working well for over 12 years, But when their largest client asked them to find development options outside of Russia, ServiceCentral had to search for a new software outsourcing provider.

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Managing Legacy Software and Recent Acquisition

ServiceCentral Technologies, Inc provides hosted solutions for reverse logistics and service management. Established in 1991, ServiceCentral has refined their software over 20 years and develops two major software products:

  1. Service Manager - A legacy software product with continuous improvement: A complex application with deep feature sets for warranty, returns, repair management, etc. Typical clients are large companies who are managing either internal or 3rd party operations. It’s matured over the past 15 years, so runs on a fair bit of legacy technology but they are continuously adding new functionality to it.
  2. RepairQ - A recent acquisition on a different tech stack: Recently acquired by ServiceCentral, RepairQ offers a software suite uniquely built to manage the daily operations of a growing network of storefronts. As RepairQ was developed independently from ServiceCentral before the acquisition, the software operates on a different technology stack.

“Find a New Software Partner”

ServiceCentral was outsourcing most of their software development to a great team in St. Petersburg, Russia. The relationship had been working well for over 12 years, But when their largest client asked them to find development options outside of Russia, ServiceCentral had to search for a new software outsourcing provider.

The request was timely though. ServiceCentral was already starting to recognize a need more software development capacity. The recently acquired RepairQ solution meant that a second product roadmap had to be managed, and the application had to be perpetually maintained.

ServiceCentral engaged Accelerance to provide the critical consulting services needed for software outsourcing planning and global partner selection.

Accelerance Saves Months of Searching for the Ideal Development Partner

To move ServiceCentral into a new, successful rhythm with an additional outsourcing team, Accelerance coached ServiceCentral through the first three phases of our Software Outsourcing Methodology:

Phase 1 - Planning Internal Readiness for Software Outsourcing

We took ServiceCentral through an examination of the key attributes necessary to successfully integrate new software development outsourcing team:

Phase 2 - Proven Partner Selection Process

Using the criteria we developed above, Accelerance led ServiceCentral through our rapid, unparalleled partner selection process. ServiceCentral was abie to to confidently choose from dozens of qualified Accelerance Certified partners.

Phase 3 - Gain Alignment Between Client and Partner

Then, after ServiceCentral had chosen a qualified new outsourcing partner, we ensured that all stakeholders began their relationship well by leading all the parties through our Align Workshop onboarding exercise.

Results: Better Strategies, Better Partners, Better Software Development Outlook

As a result of partnering with Accelerance, ServiceCentral has a new Brazilian nearshore outsourcing partner. ServiceCentral has all the economic benefits of software outsourcing and the logistical benefits in working with a team in complementary time zones. The team possesses all the English language skills, technical skills, and capacity to scale that ServiceCentral needs.

The preparations made in the Accelerance Align Workshop established the necessary groundwork for ServiceCentral to coordinate efficiently with the new outsourcing partner.

“With Accelerance, we accomplished we thought would take hundreds of hours in just a few days.”

Jeff Foster, CTO | Service Central

A Coach with Global Outsourcing Expertise

Maybe your company has some experience with software development outsourcing, but new circumstances force the need for a new partner. Accelerance provides experienced technical leadership to guide your company in planning an outsourcing relationship, selecting an outsourcing partner, planning your software development roadmap, and even managing your next software development initiative.

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Better Strategies. Better Development. Better Software.

Accelerance is the world’s leading authority on global software development. Talk to one of our experts for software outsourcing consulting or custom software development services.

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