The bank views CompuCom’s flexibility and willingness to deliver as-needed IT support instrumental to this highly strategic, successful and trust-based partnership.
Recognized as one of the world’s leading banks, this global financial services company serves as a trusted financial advisor to personal, corporate, institutional and government customers across more than 50 countries. With headquarters in Zurich, Switzerland, the banks’ 45,600 employees are committed to providing customers comprehensive advisory services and customized private banking, wealth management and investment banking products.
Leveraging technology strategically to improve functionality and create a competitive advantage is central to this client’s business model. The bank’s IT staff numbers well over 10,000 employees, and more than 40 percent of the IT budget is invested in new systems.
With service levels falling short of expectations, the bank elected to move from its current single source IT support arrangement to a multi-vendor support model. In 2009, the bank selected CompuCom as a strategic partner for Workplace Services based on our innovative End-User Enablement and Cloud Technology Service portfolios, stellar service delivery record, and successful relationships across the financial services industry, including six of the top ten firms in North America.
CompuCom delivers Workplace Services to help keep day-to-day bank operations and customer support levels running at peak performance. CompuCom supports more than 14,000 end users and 11,000 devices, encompassing desktops, laptops and servers, across the U.S., Canada, and Latin America.
In addition to desktop support and Installs, Moves, Adds, Changes (IMACs) services, CompuCom manages server break/fix support for bank offices in the U.S. CompuCom also supports multiple IT projects. Recent examples include automating business processes, eliminating legacy systems, and redesigning inefficient technologies to build a more robust process for managing the bank’s infrastructure.
Since contract start, CompuCom’s performance has exceeded all service level agreements (SLAs). Moreover, CompuCom has helped this valued client by delivering quicker response times, performance improvements and lower IT support costs.
By staying engaged in daily operations, CompuCom is able to offer the bank recommendations and cost-effective solutions to help streamline existing processes and improve efficiency levels across the IT infrastructure. The bank views CompuCom’s flexibility and willingness to deliver as-needed IT support instrumental to this highly strategic, successful, trust-based partnership.