Case Study: User Experience Services Company achieves global support excellence with Unisys

User Experience Services Company - Customer Case Study

User Experience Services Company needed to streamline support by reducing thousands of vendors to a few strategic partners, while also providing global field support such as site surveys, installations, and break/fix services. It also wanted to maintain a strong work-life balance for support teams as its retail footprint grew. Unisys addressed this with its Global Cloud and Infrastructure Services model, including service desk, deskside support, application line 1 support, global incident management, and global project management.

Unisys implemented 24/7 support in 8 languages across 104 locations for about 151,000 end users and 85,000 monthly contacts. The solution also added social media and video chat support, a global “white glove” kiosk model, strong IT governance, and advanced data analytics. As a result, User Experience Services Company achieved the highest employee and business unit satisfaction rates, cut mean time to resolve by 40%, eliminated tickets, and delivered consistent support at lower cost.