Unisys Clients - Cencosud

Delivering excellent service to customers and maintain regional retail market leadership

The Business Challenge

Provide consistent services to Cencosud associates in serving customers across every store across 5 countries - Brazil, Argentina, Chile, Peru, Colombia.

The Solution

  • Implemented a Point of Sale application in Colombia that consolidates information regarding the customer loyalty program, sweepstakes, vouchers and other promotional activities conducted by stores or groups of stores.
  • Global End User Services model with 24/7 support in Portuguese and Spanish, including service desk, desktop management and support, deskside support and repair services, and application support in Colombia; supports ~7,000 end users across all stores, as well as a procurement center in China (totaling ~70,000 queries per month).

Results and Benefits

  • Achieved a globally consistent end user experience via a single, unified service desk model
  • Exceeded the target of 70% first call resolution rate, ensuring consistent, reliable services to customers
  • Reduced service delivery costs by ~20%

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Based on its global best-practices, including handling high volumes of calls in multiple languages, and providing large regional coverage and ongoing support, Unisys enables Cencosud to concentrate on the essentials of our business.”

Sebastián Cabrera

Regional Leader of IT User Support Center
Cencosud