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Delivering excellent service to customers and maintaining regional retail market leadership

The Business Challenge

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

The Solution

  • Unisys Business Process Solutions to implement 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.
  • Unisys Digital Workplace Solutions 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%