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Clients making shopping fun

Making shopping fun

The Business Challenge

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

The Solution

Unisys provides level 1 service desk support including user account management and password reset for 90,000 employees; implemented ServiceNow®, a scalable cloud-based service management platform, to upgrade the existing service desk tool to fulfill the request management function for the entire enterprise, including a highly complex B2B integration between existing service management system MSSN and ServiceNow; implemented field services 7/24/365 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 its 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
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