Case Study: Rexam achieves global service desk reporting and cost visibility with Getronics

Rexam Centralises to Provide Global Business Support

Rexam, the global consumer packaging company, needed to replace an ageing service management system and outsource its Group IM Service Desk operation to reduce investment in non-core activities, improve service and configuration management, and gain centralized multinational support with better reporting across its 20+ countries. Rexam chose Getronics, which provided a Service Desk solution and supporting service management tools.

Getronics implemented a 24/7 multilingual global service desk from Budapest, a self-service portal, change logging, and a configuration management database, alongside regular service reviews and SLA-based operations. The results included global reporting on usage and costs for the first time, reduced Level 2 interactions, freed-up staff for higher-value work, improved incident and problem tracking, and better third-party vendor management under SLA.

Rexam

Stuart Ince

Global Sourcing & Vendor Relationship Manager, Im Centre Of Excellenc