In 145 years, Henkel grew into a global chemical and consumer goods giant that operates on every continent other than Antarctica. The company knows how to face hard challenges. Digital transformation could have been one of the biggest yet, as its 53,000 employees required more support in a wide variety of locations to successfully adapt to new workflows caused by the COVID-19 pandemic. Unisys developed and created Tec-Stop, an on-site support and IT learning center at Henkel’s Düsseldorf, Germany, headquarters, then quickly added two more locations around the world.
“It was a full scope of end-user services that starts with hiring the employee and getting the first machines, PCs, laptops or mobiles to this employee,” said Markus Petrak, Henkel’s Head of Digital Workplace. “This is fully done by Unisys.”
Unisys support professionals staff Tec-Stop to answer questions, troubleshoot and configure devices. Now, Henkel staff can replace a malfunctioning device in less than an hour. Rapid support capabilities have reduced employee downtime substantially. When the COVID pandemic began, a new virtual Tec-Stop service delivered critical support and device distribution for 46,000 employees working from home along with essential staff who were required to remain in the office.
Prepared for the unexpected
As COVID lockdowns began, Unisys support solutions drove Henkel’s rapid transition of 46,000 of its non-essential staff to work from home. Using the cloud allows 80% of Henkel’s new applications to work on secure cloud-ready or cloud-native sessions connected to its IBM-managed data center, including a Direct Print solution to enable confidential distribution of documents. In some locales, such as Italy, Unisys helped Henkel convert the local workforce to remote work in less than three days. The entire global transition took just two weeks, and Henkel successfully maintained continuity of operations and culture.
“Obviously, security is one of the most important topics during a wholesale transformation of work arrangements”, Petrak said. “We have to have a partner that we have trust in, in all security questions, and I’m glad that in Unisys we have exactly that partner who has the same priority on security as we have.”
Unisys guidance meant Henkel was prepared to serve employees, partners and customers with a convenient, confidential application experience.
Unisys Digital Workplace Services provided Henkel with 24/7 support in 13 languages at a service desk with desktop management and support as well as Tec-Stop sites at three of the company’s locations, where employees can get in-person technology support, fault resolution or advice, with the option to replace a device quickly. Unisys supports more than 46,000 employees in more than 70 locations who generate roughly 35,000 support inquiries a month. We also deployed Cloud and Infrastructure Services, including data center transformation advice and engineering, end-point security and managed network services. Unisys completed the entire project within Henkel’s service level agreement, with no network or application services degradation.
Unisys does Digital Workplace Solutions really well. You can be sure your project will be completed on time and on budget and that it will surpass the expectations of you and your employees.
Obviously, security is one of the most important topics during a wholesale transformation of work arrangements. We have to have a partner that we have trust in, in all security questions, and I’m glad that in Unisys we have exactly that partner who has the same priority on security as we have.
Henkel’s Head of Digital Workplace
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