Case Study: UCB achieves global end user service consistency with Computacenter

UCB maximises patient value and employee efficiency with one model for IT end user services for multilingual 24/7 Global Service Desk and Deskside teams in Europe and Americas

UCB, a global biopharmaceutical company, sought to transform its distributed IT end-user support to align with its Patient Value Strategy and ensure a consistent digital workplace experience for its global employees. The previous model, with three service desks and multiple providers, was inefficient and inconsistent. UCB partnered with vendor Computacenter to unify its approach to service desk and deskside support.

Computacenter implemented a single global service desk model with 24/7 multilingual support from centers in Spain and the US, alongside local teams. This solution provided a consistent user experience while adapting to local needs and improved problem resolution times. The partnership with Computacenter maximized support efficiency, reduced operational costs, and empowered UCB’s employees to be more productive, ultimately helping the company deliver on its promise of maximum value to patients.

UCB

Anne Vincent

Head of IT Service