CompuCom was able to reduce PC refresh costs and significantly improve the customer experience.
The North American subsidiary of a Japanese car company, this client combines product sales, service and coordinating functions in North America. It is responsible for distribution, marketing and sales of several automobile brands, power sports products such as motorcycles and all-terrain vehicles, and power equipment products including lawnmowers, snow blowers and generators. The client’s North American region encompasses operations in the U.S., Canada and Mexico.
Management of the car company’s North American division was dissatisfied with the level of deskside support services delivered by another IT service provider. Already an incumbent IT provider in the car company’s Research and Development (R&D) division, CompuCom was recommended by the R&D division to replace the other vendor. Ultimately, the contract included support for 13,000 end users and devices for deskside support, IMAC (installs, moves, adds and changes) and management of the client’s PC refresh program, with a special request for equipment to be warehoused locally.
Using a consultative sales approach, CompuCom strategically focused on the organization’s most pressing challenges conducting an extensive evaluation of their IT environment utilizing our Infrastructure Maturity Assessment Tool. This complementary review validated the client’s concerns about their environment and uncovered an impressive $1.9 million in savings potential. The client was extremely appreciative of CompuCom’s efforts, and when the contract came up in 2010, they choose to change providers, selecting CompuCom to deliver deskside support and IMACs and to manage an ongoing, proactive PC refresh program.
To address the client’s requirement for local warehousing, CompuCom stood out from the competition by designing a creative solution. Establishing a local distribution center, CompuCom replicated the methodology and configuration expertise housed in our Paulsboro, New Jersey Service Delivery Center. CompuCom then engaged a third-party to deliver the local solution, managed virtually by the Paulsboro team.
In addition, CompuCom provided strategic program support, including a large Microsoft Windows 7 upgrade for 12,000 users. For one division, the CompuCom team managed a transition from Blackberries to iPhones. Using a high-touch delivery model, CompuCom had company executives bring devices in to swap for iPhones preloaded and set up with appropriate software, assets and security tags for each user. Also, when the company moved its headquarters from California to Ohio, CompuCom provided high-level concierge services for top executives.
In addition to uncovering $1.9 million in savings potential, CompuCom was able to reduce the company’s PC refresh implementation time by 40 percent. By introducing best practices, identifying process improvements and reengineering opportunities, CompuCom was not only able to dramatically reduce PC refresh costs, but also significantly improved the customer experience.