Case Study: FirstGroup America achieves $1 Million in Annual Cost Savings with CompuCom Systems Inc Unified IT Services

FirstGroup America’s Unified IT Services Improves End-User Satisfaction and Delivers $1 Million in Annual Cost Savings

FirstGroup America (FGA), the largest provider of surface transportation services in North America, needed to replace a siloed IT environment created by multiple divisions and acquisitions. The fragmented setup made it difficult to deliver consistent end-user support, improve first-call resolution, speed onboarding, and properly escalate telecom-related service issues, so FGA turned to CompuCom Systems Inc for help with unified IT services and field desk support.

CompuCom Systems Inc consolidated FGA’s IT support into centralized service desks and later moved operations to its Louisville call center, providing 24/7/365 support, cross-functional systems management, and resolver groups for faster escalation handling. The new model improved uptime, reduced P1/P2 incidents, and delivered nearly $1 million in annual savings, while also cutting average speed to answer from 60 to 47 seconds, achieving 87% first-call resolution, and consistently earning a customer satisfaction rating of 9 from 85% of surveyed end users.

FirstGroup America