The Business Challenge

Reduce the number of vendors/suppliers from thousands to a few strategic partners. Provide global field support, including installations and break/fix, to enterprise clients. Achieve a consistent AV (Audio Visual) experience for all meetings outside the United States.

The Solution

Unisys Digital Workplace Services with 24/7 support in 7 languages, including service desk, deskside support, application support, product line 2 support, identity management, global incident management and global project management; supports ~155,000 end users across 104 locations (totaling ~80,000 contacts per month).

Unisys established a robust IT governance model, developed a roadmap to deliver continuous improvement/innovation, developed support through social media and video chat, implemented a global “white glove” kiosk support for walk-up customers, and deployed Advanced Data Analytics focused on measuring the influence of ticket volumes and behavior patterns in the network.

Results and Benefits

• Achieved the highest employee and business unit level satisfaction rates
• Reduced mean time to resolve (total elapsed time, no exclusions) by 40%, and eliminated tickets
• Enabled consistent support in an “as you want it” environment (i.e. self service, in person, kiosk, service desk, chat, video chat), and increased the quality of responses at lower costs

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