Case Study: Cencosud achieves consistent end user service and lower delivery costs with Unisys

Delivering excellent service to customers and maintain regional retail market leadership

Cencosud, a major retail company operating across five countries in South America, faced the challenge of providing consistent services to its associates in order to serve customers effectively across all of its stores. To address this, they partnered with Unisys to implement a solution that would unify their point-of-sale and end-user support infrastructure.

Unisys implemented a consolidated Point of Sale application and a global end-user services model with 24/7 multilingual support for approximately 70,000 monthly queries. This solution provided Cencosud with a single, unified service desk that achieved a consistent user experience. Unisys helped exceed the first-call resolution target of 70% and reduced service delivery costs by approximately 20%, allowing Cencosud to focus on its core business operations.

Cencosud

Sebastián Cabrera

Regional Leader of IT User Support Center