Financial Services Provider Banks on Desktop Support for Lower Costs and Better Performance

CompuCom transformed the bank’s desktop support, resulting in a 95% first-time issue resolution rate for its branch offices.

Overview
This financial services provider, based in the Midwest, is among the nation’s largest, with assets exceeding $90 billion. Its member companies offer commercial and retail banking, investment management and consumer finance products and services in the United States and around the world. It serves customers through 13,600 employees at nearly 1,000 branch locations, plus a network of 1,300 ATMs. The bank is regularly recognized for its customer service and community involvement.

The Challenge
The bank operates nearly 1,000 branches across a vast geography. To ensure the highest levels of employee productivity and customer service, it depends on desktop hardware and software to be available and optimized. But IT wasn’t the bank’s core competency. It struggled to provide IT coverage to all its branches, and help desk calls were frequent and costly to resolve. It needed to improve IT reliability and performance, lower support costs and ensure all bank locations had the IT support they needed.

The Solution
The bank initially looked to CompuCom® to deliver IT support to its branches. The company was so impressed with CompuCom’s performance it extended the engagement to cover all desktop support. We also acquired the bank’s non-branch IT support team to ensure optimal continuity of service. Today CompuCom delivers IT support to all bank locations. That includes configuration services, break-fix support, warranty repair & install, move, add, change (IMAC) services. In fact, we perform 29,000 IMACs a year. We also handle “business as usual” changes, refreshing one-quarter of the bank’s desktops annually. In total, CompuCom supports:

  • 21,100 desktops and laptops
  • 3,500 virtual machines
  • 3,000 printers
  • 25 video-conference rooms

To further reduce the bank’s costs, CompuCom also took over IT equipment management. We store the bank’s purchased desktops and laptops, configur ing, installing and managing those devices from our Paulsboro, New Jersey delivery center so they are available when the bank needs them. We also support the bank’s disaster recovery response in the event of outages or emergencies.

The Results
CompuCom has transformed the bank’s desktop support. We provide 95% first -time issue resolution to branch offices. We’ve delivered year -over-year cost reductions in every category we support. We offer regular workshops to continually improve processes and further squeeze out costs. And we’ve met every service level agreement (SLA) for the past five years. It’s no wonder bank satisfaction rates 4.5 out of 5.0.

What’s more, CompuCom determined that the bank’s non -branch locations were receiving hundreds of help desk calls that could be resolved remotely. To avoid dispatching a technician to address every problem, we set up Level 1.5 help desk and implemented a repeatable process to dramatically reduce incidents and costs. And for disaster recovery, CompuCom is meeting or beating a four-hour emergency response time.

Client Name: 
Financial Services Provider
Services Provided: 
Measurable Results:
  • 95% first-time issue resolution
  • Year-over-year cost savings in every support category
  • SLA compliance every year for the past five years
  • Repeatable processes to reduce helpdesk incidents and costs
  • Four-hour emergency response
  • Satisfaction ratings of 4.5 out of 5.0
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