Phicomm is a networking and telecommunications research and development organization and equipment manufacturer based in China. Owned by the Shanghai Feixun Communication Co., Ltd, Phicomm offers smartphones as well as wireless adaptors and routers and has recently expanded rapidly into cloud services.
Following rapid growth since its launch in 2008, Phicomm required a standardized approach to service management to replace the previous manual processes and enable IT service delivery to be more productive and efficient.
Phicomm chose the cloud-based Edge Service ManagementTM solution, operated in China by 21Vianet, to provide timely, cost-effective IT support services to its customers across China.
Unisys provided Advisory and Consulting Services to develop a technology roadmap to support Phicomm’s business plans. Unisys jointly implemented, and now supports the solution, with 21Vianet. 21Vianet hosts the cloud-based solution in its data center facilities in China and delivers it to Phicomm on a software-as-a-service (SaaS) basis.
ResultsImplementation of Edge Service Management by Unisys, operated by 21Vianet, resulted in three clearly defined benefits:
Increased Productivity: Enhanced service management capabilities with automation for tasks such as incident management and change management, on an integrated platform resulting in improved service up-times and greater workforce productivity
Improved Customer Service: Significantly improved customer satisfaction scores for Phicomm’s customers
- Compliance: Met local data sovereignty requirements by hosting the solution in China through Unisys’ partnership with 21Vianet