Reduce the Cost and Risk of Outsourced Technical Support 16th May 2016 Steve Shaw Executive Director E: sshaw@rapra.org T: 01952 288366 W: www.rapra.org

Contents What are the risks and costs Introducing the Polymer Helpdesk What does it do Who can use it Results to date

What are the risks and costs? Innovative new product development often requires access to knowledge and expertise outside established internal, or external, technical support networks. Placing work with any new service provider has inherent risks, including: Will the service be to the quality required? Will they deliver on time? Will disputes be resolved quickly and to your satisfaction? Finding the best available service provider can take your valuable staff away from their primary tasks for some considerable time.

What are the risks and costs? Innovative new product development often requires access to knowledge and expertise outside established internal, or external, technical support networks. Building confidence and trust in a new service provider takes time, time that costs you money and that your project can ill afford. Expert scientists, engineers and the equipment/facilities they use are expensive assets, so Technical Support is far from cheap, especially if you don’t get the output you expected. A single mistake in selecting the right service provider can deplete your available budget and put your whole project at risk.

Introducing the Polymer Helpdesk An independent, highly responsive service providing fast efficient technical support Created in 2012 in response to feedback from RAPRA members and a real demand from Industry The access point to a unique network made up of the best available: Commercial Laboratories University Research Facilities Government funded Technology Centres Other relevant Trade Bodies

What does it do? Responds to submitted enquiries and requests for help personally within 3 hours (normally within minutes) Matches the requirements to the best available solution provider Checks the quality of the match for: Capabilities – the correct technical and/or human capabilities Capacity – are the resources available to complete work within any specified timescale Connects the enquirer with the key contact at the matched solution provider Ensures that the solution provider contacts the enquirer within 24 hours (normally within the working day)

What does it do? Follows up with the enquirer and the solution provider after 7 days to check progress Obtains feedback from the enquirer and the solution provider after 30 days to monitor and improve service quality If necessary, maintains contact with the enquirer and assists throughout project.

Who can use it? Any company, in any industry sector that requires technical support related to an issue that involves any form of polymers e.g. rubber, plastics, elastomers, composites, bio-polymers RAPRA members have unlimited access, non-members can submit two enquiries free of charge RAPRA members also receive an unlimited number of ‘up to 1 hour FREE consultancy’ sessions with experts in the RAPRA Technical Support Network

Results to date Over 1,500 enquiries completed since the service was devised in 2012 Enquiries predominantly from companies outside the polymer processing industry An extremely diverse range of requirements – many covered by Non Disclosure Agreements (NDAs) Current conversion rate into business for Commercial Laboratories just over 20% of referrals Extremely positive feedback from Industry, over 20% of surveys returned

Any Questions? Steve Shaw Executive Director E: sshaw@rapra.org W: www.rapra.org