Business challenge

Provide quality organic food that is sustainable and leverage fair trade practices as cost-effectively as possible.

Solution

Unisys provides Intelligent Workplace Services, including Unisys Next-Generation Service Desk (level 1), user account management and password reset for ~90,000 employees and 24/7 Unisys Frontline Support Services for newly branded stores targeting millennials; Unisys implemented ServiceNow™, a scalable cloud-based service management platform to upgrade the existing service desk tool and fulfill the request management function for the entire enterprise, including a highly complex B2B integration between the existing MSDN service management system and ServiceNow™.

Results and benefits

• Minimized service desk workload by optimizing resolution times, freeing up resources to focus on providing value-added services to end users with a capacity to manage 25,000+ calls per month and increasing
• Established a flexible platform to seamlessly build additional service management functionalities and modules, serving 420+ stores and 90,000+ end users
• Improved end-user experience via onsite field services, including new store “hyper care” support, scheduled weekly visits and dispatch support for critical events