Case Study: Industrial Gases and Chemicals Leader improves IT support and service levels with CompuCom Systems Inc.

Twenty-Year IT Partnership Enables Industrial Gases and Chemicals Leader to Maintain Strategic Focus

Industrial Gases and Chemicals Leader, a worldwide supplier of industrial gases, specialty and intermediate chemicals, and environmental and energy systems, needed an agile IT services partner to support its strategy of innovation, integration, and improvement. The company turned to CompuCom Systems Inc for Desktop Deployment Support and later expanded the relationship to include Global Service Desk services.

CompuCom Systems Inc implemented a global support model that includes Global Service Desk, Global Desktop Deployment Support, North American Server Maintenance, and Global Program Management, delivered from centers in Mexico City, Budapest, and Kuala Lumpur. The results included improved service levels and response times, better collaboration, increased business process effectiveness, reduced IT support costs, and a 70 percent raw resolution rate with 90 percent resolution without incidents for Level 1 service desk, while handling about 8,000 calls per month.