1. Reduce the Cost and Risk of Outsourced Technical Support
16th May 2016
Steve Shaw
Executive Director E: T: W:

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

3. 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.

4. 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.

5. 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

6. 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)

7. 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.

8. 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

9. 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

10. Any Questions? Steve Shaw Executive Director E: sshaw@rapra.orgW: