The Business Challenge
Grow market share and drive profitability for their product distribution.
- Unisys Infrastructure Services including an End User Services model with 24/7 support, with digital services support, desk side support, endpoint support, asset management and procurement; supports ~10,000 end users; also dedicated workplace services including Tech Cafés for PC tune-ups, quick fixes and concierge support.
- Unisys established a robust IT governance model, developed a roadmap to deliver continuous improvement/innovation, including predictive analysis, support through chat, and persona support.
Results and Benefits
- Improved customer satisfaction by modernizing and personalizing support
- Enhanced employee productivity, especially for remote workers, and improved resolution rates
- Improved accessibility through mobile access and specialized persona-based support
- Achieved cost effectiveness through modern pricing models