The Business Challenge
Reduce the number of vendors/suppliers from thousands to a few strategic partners.
Provide global field support, including installations and break/fix, to enterprise clients.
Achieve a consistent AV (Audio Visual) experience for all meetings outside the
Unisys Digital Workplace Services with 24/7 support in 7 languages, including
service desk, deskside support, application support, product line 2 support, identity
management, global incident management and global project management; supports
~155,000 end users across 104 locations (totaling ~80,000 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
- 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