Case Study: Leading Food and Hospitality Company improves IT support with CompuCom Systems Inc.

Leading Provider of Food, Facility and Uniform Services Relies on CompuCom to Deliver Improved IT Support

Leading Food and Hospitality Company, a global food, facility, and uniform services provider with 270,000+ employees, needed to improve employee IT support. In 2009, the company decided service desk and desktop support were not core functions and wanted to replace its internal model, which had service desk wait times of more than 45 minutes, with a more efficient outsourced solution. CompuCom Systems Inc won the RFP based on its customized response and understanding of the business.

CompuCom Systems Inc implemented Level 1 service desk support from its Mexico City facility, along with on-site support, Workplace Services, network services, and device replacement and migration services. The results included reducing time-to-answer from about 25 minutes to under 60 seconds for 90% of calls, cutting average call time by 35%, accelerating new employee equipment delivery from five days to the start date, and completing replacements within 24 hours instead of five business days, while also reducing IT and transaction costs.