Three mid-market technology strategies that elevate customer experience
junho 11, 2026 / Unisys Corporation
Short on time? Read the key takeaways
- Mid-market companies, which have $1-$5 billion in revenue, rely on strong customer relationships as they tackle business initiatives.
- Resolving IT support issues faster for customers can increase customer satisfaction and ultimately boost customer loyalty.
- When your employees experience technology issues, they need a fast response so they can get back to supporting customers.
- Your customer applications should be user-friendly and offer a unified experience.
Successful mid-market companies recognize that exceptional customer experiences broaden business opportunities. Want your business to thrive? Keep your customers happy.
Midmarket companies, which have $1-$5 billion in revenue, depend on loyal customers as they balance innovation with operational and financial stability. This forms a solid foundation from which to tackle mid-market priorities like regulatory compliance, financial resilience, operational efficiency, employee retention, and technology adoption.
Those with the most success continuously look for opportunities to strengthen those relationships. Let’s explore how three mid-market companies put their customers first.
Resolve customer issues faster
Your customers want fast resolution to issues with your organization’s systems, applications, and services. Delivering this shows you understand their challenges, respect their time, and prioritize their priorities. Modern technology can speed up issue resolution.
E.SUN Commercial Bank aimed to encourage fast, smooth customer interactions by unifying omnichannel customer service on one platform and offering self-service options like intelligent interactive voice response. Another objective was to gain a comprehensive contact history with a user-friendly agent desktop. The Taiwan-based company chose Unisys Application Development and Transformation to design an intelligent contact center.
Unisys worked with the financial services company to develop an AI-powered call center using Genesys CTI platform that unifies PSTN, mobile voice, web calling, email, and chat and integrates with the company’s internal AI system. The system understands customers as they explain their issues and routes calls to human agents, who have the context they need to resolve their issues faster.
The solution results included:
- 60% decrease in service processing time
- 33% increase in customer satisfaction
- Improved management of peak customer service volumes without adding employees
Keep employees innovating
Employees run into IT hurdles too, and just like your customers, they want fast resolution so they can return to tasks. With employees, those tasks include marketing to new customers, helping existing ones, and planning new products and solutions.
Flowserve, which develops flow control solutions for critical industries, wanted to provide modern, multilingual IT support for thousands of employees at more than 245 locations. Unisys introduced several solutions, including our Agentic Service Desk, Unisys Field Services, and ServiceNow for Enterprise Service Management.
As a result, employees stay focused and productive, and the company realizes several advantages:
- Achieved a 90%+ first-call resolution rate
- Decreased workflow interruptions with streamlined support processes
- Increased employee productivity through responsive assistance and device management
Simplify customer access
Customers expect instant access to information and services. Complex applications that are difficult to navigate slow users down from obtaining what they need. Even worse is if they must access multiple applications to accomplish it.
To better serve customers, a U.S.-based financial institution sought a responsive, omnichannel application that could deliver a smooth, intuitive customer experience. The firm worked with Unisys to implement Application Managed Services, integrating more than 10 web applications into one portal accessible for more than 40,000 users.
While customers gained a more user-friendly and unified experience, the company increased the business value of applications, minimized the risk of new capability development, and eliminated downtime for the web portal in production. The new portal also enabled the firm to optimize its AWS investment and accommodate more than 200 high-frequency production releases in a single year.
Create your own customer success story
Delivering a superior customer experience can give mid-market companies serious advantages in a competitive market. Building the right framework for mid-market transformation can help too. Unisys can guide you in putting all the pieces together.
