The Business Challenge

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

The Solution

Unisys Digital Workplace Solutions, including level 1 service desk, user account management and password reset for ~90,000 employees; 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; 24/7 field services for newly branded stores targeting millennials.

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