Large US-based Organic Supermarket Chain
Making shopping fun
The Business Challenge
Provide quality organic food that is sustainable and leverage fair trade practices, as cost effectively as possible.
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