Case Study: Organic food Company enhances shopping experience with Unisys service management

Organic food Company - Customer Case Study

Organic food Company partnered with Unisys to improve its shopping and support experience while delivering quality organic food sustainably and cost-effectively. The company needed a more efficient way to manage service desk requests across a large enterprise, including support for 90,000 employees and hundreds of stores.

Unisys implemented level 1 service desk support, user account management, password reset services, and ServiceNow as a scalable cloud-based service management platform, along with a complex integration to the existing MSSN system. Unisys also deployed 24/7/365 field services for newly branded stores. The results included support for more than 25,000 calls per month, a more flexible service management platform serving 420+ stores and 90,000+ end users, and improved end-user experience through hyper care, weekly visits, and critical-event dispatch support.