Large Canadian Bank Receives High Quality Support from Award-Winning Service Model

The bank chose CompuCom because of our superior North American service model, but also appreciates our commitment to drive down costs, deliver efficiently and achieve Service Level Agreements (SLAs).

Overview
Since its origin in the 1800s, this large Canadian bank has been offering a broad range of retail banking, wealth management and investment products and services. Today, the bank is a highly diversified financial services organization serving more than 12 million customers. In Canada, customers access services for personal and commercial banking, wealth management and investment and corporate banking. In the United States, customers have similar services through a subsidiary bank.

The Challenge
The bank wanted to create an IT experience for employees at the highest level of quality, providing consistent, superior service in both Canada and the United States. In order to significantly improve IT service support to its 47,000 employees across all branches, the bank needed an IT partner with a strong North American service and delivery model. The incumbent vendor was not living up to the bank’s high standards. In addition, the bank needed to support its North American corporate objective of enhancing the customer experience by refreshing all application servers from Windows Server® 2003 to Windows Server 2008, while minimizing costs and limiting business disruption.

The Solution
In 2013 the bank engaged CompuCom® to support a branch server refresh project. CompuCom did an outstanding job and clearly demonstrated a high quality end-user support model for North America. Later in 2013 CompuCom was awarded a threeyear Services and Maintenance contract for North America.

For the original branch server project, CompuCom replaced nearly 1,600 application servers. With a dedicated project manager and command centers at specified locations, the CompuCom Project Management Office (PMO) managed this multistep project, incorporating pilots, new equipment installations, cross-over and disposal of old equipment. After developing a detailed plan, complete with roll -out timelines, weekly OEM meetings and weekly client updates, CompuCom delivered a comprehensive suite of services and capabilities. As a result of dedicated resources, enhanced processes and industry-recognized best practices, CompuCom successfully delivered integrated systems, field infrastructure and logistics, and managed all project activity and reporting to the client.

Under an additional contract, hardware support, break/fix services and installs, moves, adds and changes (IMACs) are provided to the bank. Via the Paulsboro, NJ delivery center, CompuCom supports the client’s 50,000+ devices, including laptops, desktops and branch servers. Because the client believes in our thought leadership and ability to bring new and innovative ideas to their employees, CompuCom’s PMO continues to support IT project needs on an ongoing basis.

The Results
The bank chose CompuCom because of our superior North American service model, but also appreciates our commitment to drive down costs, deliver efficiently and achieve service level agreements (SLAs). CompuCom has unfailingly achieved 95 percent satisfaction on SLAs across North America. Additionally, CompuCom was awarded the Computer Dealer News (CDN) Channel Elite Award for Best Service Organization. This award recognized the CompuCom deployment team who delivered the refresh project on time, and on budget, whi le exceeding the client’s expectations.

Client Name: 
Large Canadian Bank
Services Provided: 
Measurable Results:
  • 95% SLAs consistently achieved across North America
  • Awarded CDN Channel Elite Award for Best Service Organization, recognizing delivery of server refresh project
  • Optimized end-user productivity
  • Reduced costs
  • Better collaboration
  • Performance improvements and error reduction
  • Reduced downtime, higher uptime
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