A failed ten-month procurement, reset and landed in one structured process.
1200+
Agents on the new platform
$94M
Efficiency gains over 3 years (TCO analysis)
10 mo
Length of the internally led attempt that preceded this
The situation
An internally led CCaaS procurement had run for ten months and collapsed, sunk by a compliance requirement nobody had built into the process from the start. The business still needed a platform decision, and the M&A activity underway made the timeline more urgent, not less.
Why this was hard without help
A ten-month internal process without cross-functional structure meant IT, Operations, and Finance were each evaluating the decision through a different lens, with no standardized way to compare vendor bids apples-to-apples. Compliance and redundancy requirements specific to telehealth weren't built into the evaluation criteria until it was too late.
What Resourcive brought
A structured, time-tested procurement process with the right stakeholders at the table from day one: IT, Operations, and Finance together, not in sequence. Bids were standardized to normalize data across vendors, deep Salesforce CRM integration was scoped as a hard requirement rather than an afterthought, and the resulting platform met the compliance and redundancy bar the first attempt had missed.
"We had spent ten months going in circles. This process got every stakeholder to the same table and to a decision we could actually execute on."
SVP, Operations
Results
Documented outcomes
- 1,200+ agents landed on an industry-leading, compliant CCaaS platform.
- $94M in efficiency gains over three years, per TCO analysis.
- Deep Salesforce CRM integration delivered as a requirement, not a retrofit.
- The platform decision directly enabled the business's ongoing M&A activity.
