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