Unisys Clients - Improving Personal Care

Delivering Consistent Services to Customers, Strengthening Global Presence and Expanding Into New Markets

The Business Challenge

Provide consistent services to customers to address diverse needs of both mature and new markets across ~120 countries while enhancing end user experience and productivity.

The Solution

  • Unisys Global End User Services model with 24/7 support in 13 languages, including service desk, desktop management and support, end-point security, deskside support and repair services; supports ~50,000 end users across 74 locations (totaling ~35,000 queries per month).
  • Unisys established a robust IT governance model and a unified global security policy; developed a roadmap to deliver continuous improvements, including persona/user profiling, "shift best" practices, social media analysis, and predictive analysis.

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%




Our transformation journey is neverending. We are happy to have Unisys as a partner to help us on this journey into becoming a truly globally integrated organization with consistent end user experience for our employees, whether they are located in Dusseldorf, Manila or Rio de Janeiro.”

Head - Integrated Business Solutions
Global Consumer and Industrial
Goods Leader