Unisys Clients - Empowering People Through Technology

Supporting Technology Demands of Millions of Clients and Employees Around the Globe

The Business Challenge

  • Reduce the number of vendors/suppliers from thousands to a few strategic partners.
  • Provide independent scientific advice on food safety to protect citizens and safeguard their health.
  • Achieve a good work-life balance through outsourced support of rapidly growing retail stores.

The Solution

  • Unisys Global Cloud and Infrastructure Services model with 24/7 support in 8 languages, including service desk, deskside support, application line 1 support, global incident management and global project management; supports ~151,000 end users across 104 locations (totaling ~85,000 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




Because of the exceptional support Unisys provides to our internal users, the associated business leader recommended we ask Unisys to provide global support for our clients. We expect this to strengthen our ability to sell devices, knowing they will be supported around the world.”

Leader of User Experience Services