Case Study: Pearson achieves flexible, reliable end-user support with Acora

Pearson’s 15-year flexible support partnership with Acora

Pearson, the world's leading learning company, required consistent and reliable end-user support to adapt to the rapid changes in the global education technology sector. Their challenge was to maintain productivity and flexibility to address peaks in demand and staff absences without the inefficiency of bringing in unfamiliar temporary staff. They partnered with Acora for their Flexible Support service to provide this second-line support.

Acora implemented a bespoke, flexible support model on a rolling 12-month contract, typically allocating seven permanently on-site staff. A key feature was a "six-plus-one" headcount model that provided built-in cover for absences, ensuring resource assurance and increased capacity at no additional cost. This solution provided Pearson with 15 years of continuous, reliable support from fully familiar engineers, eliminating lost productivity and building a trusted, long-term partnership.

Pearson