In 2014 GM Financial moved their IT Support to an in-house model. Darren shared his experience of successfully insourcing his Service Desk and running a Virtual Service Desk, with teams in Latin America, North America and Europe. He also covers the challenges and lessons learnt while migrating the support, and how the new model benefits GM Financial.

1. Insourcing: A Virtual Reality
Darren Raz-Nick – International Operations Service Desk Manager
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2. 2
Agenda
 Bio
 GM Financial
 Insourcing experience
 Virtual Service Desk
 The Future
 Questions
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3. 3
Bio
Darren Raz-Nick
International Operations Service Desk Manager
Education:
- Business and IT, Sheffield Hallam University
- Foreign Studies Diploma, Crete
Previous Experience:
- LogicaCMG / Logica / CGI
- Service Desk Team Leader
- Service Desk Manager
- Service Delivery Manager
- Availability and Capacity Manager
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4. 4
GM Financial
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GM Financial is the captive finance company and the wholly owned subsidiary of General Motors, and is headquartered
in Fort Worth, Texas. The company is a global provider of auto finance solutions, with operations in the U.S., Canada,
China, Europe and Latin America. Through our long-standing relationships with auto dealers, we offer attractive retail
loan and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to
help them finance and grow their businesses.
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Our Business & Our History
GM Financial was founded as AmeriCredit in September 1992 and opened its first branch office in Fort Worth, Texas. On
October 1, 2010, AmeriCredit Corp. was acquired by General Motors Company and renamed General Motors Financial
Company, Inc. (GM Financial). In 2011, GM Financial acquired FinanciaLinx to serve GM dealers and customers
throughout Canada. In November 2012, GM Financial announced the acquisition of Ally Financial Inc.’s international
operations. The majority of those acquisitions were finalized in 2013, with the remaining market, a 35 percent equity
interest in a joint venture in China, acquired in January 2015.
GM Financial has operations in 20 countries, providing auto finance solutions to approximately 16,000 dealers worldwide
and earning assets of $58 billion, at December 31, 2015.
________________________________________
Corporate Governance
GM Financial's success is largely dependent on building strong, lasting relationships with our dealers and the consumer
customers that we serve. This is why we are committed to providing best-in-class customer service, while promoting
open, honest communication at all levels.
Our executive team and all employees must adhere to GM Financial's Code of Business Conduct and Ethics. Our Code
outlines the principles by which all team members conduct business with customers, vendors and each other. These
principles apply to all GM Financial team members and affiliates and although it does not cover every issue that may
arise, the Code provides guidelines for all employees in regard to their business conduct.
For a deeper understanding of expectations and guidelines set forth for the entire GM Financial team, please review GM
Financial's Code of Business Conduct and Ethics policies below.

5. 5
In simple terms…
We sell car finance
We are part of General Motors
Previously known as ALLY
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6. 6
Synopsis
 Insourcing project
− ALLY to GM Financial
− Insourcing a global model
 Virtual Service Desk
− The challenges
− The benefits
 The future for GM Financial
….this is a Case study
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7. 7
The start….
 In 2013 we took the decision to complete all of our IT Support internally.
 Previously Outsourced for 8 years
 Issues with the existing Outsourced support model:
− IT had a poor relationship with the business
− Several changes of supplier over the period
− Contracts that did not benefit either party
− Key languages not supported
− Missing a personal presence
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8. 8
What did we do?
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9. 9
Migration
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 More than 20 sites migrated on schedule
− Machines, Servers, Networks…..the lot
 Team building
 A lot of hard work, but A LOT OF FUN

10. 10
Getting ready
 IT support went from 4 people to 45 people
 Challenging recruitment schedule
 Getting the right people was the key
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11. 11
Insourcing Experience
The new Service Desk:
- On-site presence – Cardiff, Germany, Sao Paulo, Monterrey, Detroit
- French, Italian, Spanish, Portuguese & German supported
……and English (United States) ;o)
- Business engagement on IT processes
- Communications
- Major Incidents
- Part of the End User Services Team
- Back to basics
- Include the business
- Use the tools to support the process
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12. 12
Before vs after
Outsourced Internal model
Lack of business knowledge Single Point of Contact (SPOC)
No local support All GM business languages supported
Non technical Service Desk On site presence
Language / cultural barriers Improved CSAT / SLA’s
Lack of ownership – end to end Business engagement
No control over reporting Central processes
Too many vendors Accountability / Ownership
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 More than 20 sites migrated on schedule
 Team building
 “Misleading projections”

13. 13
Virtual Support
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14. 14
Virtual Service Desk
The challenges!
 Recruitment – presence needed in 9 sites
 HR
 Cultural / legal hurdles
 Language
− English speakers
− Cardiff – UK Service Desk
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15. 15
Virtual Service Desk
The benefits:
- Centralised processes and Knowledge
- Putting the business needs first
- Local teams – regional and business knowledge
- Flexibility
- Follow the sun model
……well….almost!
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16. 16
The Future
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17. 17
The Future
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18. 18
The Future
 Employee Self Service – INC, REQ, Knowledge
 Automated approvals and provisioning
 Dealership support
 Learning from mistakes – UK centric
 Challenging the model - chat
 Support and Training
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19. 19
Teamwork
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20. 20
Teamwork
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21. 21
How do we know if it is working?
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- We ask!
- User Feedback
- Metrics
- CSAT – 90%
- First time fix rate – 85%
- Business Engagement
- Being part of the business
- Awards
- Mexico
- Cardiff
- Brazil
- Attrition rate

22. 22
Summary
 Insourcing has worked for GM Financial
 A long way to go on the journey!
− Promotion
 Celebrate and reward
 Virtual Support
− Challenging but rewarding
− As strong as the team we have recruited
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23. 23
Thanks / Gracias / Merci / Grazie / Danke / Obrigado
Questions?
Contact me: Darren.raz-nick@gmfinancial.com
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Ask away…….

24. For more information, visit
gmfinancial.com