CompuCom transformed the bank’s desktop support, resulting in a 95% first-time issue resolution rate for its branch offices.
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 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 helpdesk 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 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, and 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, configuring, 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.
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 continuously 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 helpdesk calls that could be resolved remotely. To avoid dispatching a technician to address every problem, we set up Level 1.5 helpdesk 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.