Delivering global service excellence

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Telecommunications company

The customer supplies telecom services to corporate and government customers worldwide, and its consumer division supplies telephony, broadband, and subscription television services in the UK to c.18 million customers. A subsidiary of the customer runs the UK's digital network. Its customers are the hundreds of communications providers who sell phone, broadband and ethernet services to homes and businesses.

Value Delivered

  • Improved user experience through the introduction of Tech Centers at key client locations.
  • Seamless integration with their ServiceNow platform to manage incidents, requests, assets, etc.​
  • Monitoring with automated event handling which now identifies and eliminates service impacting events.

On this page

The customer needed to transform and modernise their in-house, offshore Service Desk for 165,000 users in 66 countries, and transform their engineering services for 60,000 UK-based users. They wanted a trusted partner with a global reach to help them cut cost in these areas and improve user experience through outsourcing several in-house functions. They also required the partner to introduce new technologies to support IT delivery efficiencies, and to deliver continual service improvements whilst also reducing risk.

Connected: a seamless transition from in-house to outsource

The customer chose Computacenter to provide Service Desk and Engineering support. Important to the disposition of equipment is Circular Services, which help contribute towards the client’s commitment to environmental sustainability.

Global Service Desk (24/7/365):

  • Basic Desk & Agent Handling
  • Triage / Enhanced Service
  • Knowledge Management & Self Help
  • Multi-channel Access

Engineering and Circular Services:

  • On Site Support
  • Identity and Access
  • Workplace IMACs
  • Centralised Build & Repair
  • Courier swap services to users
  • Tech Bar
  • User Comms and Scheduling
  • Device Hardware Break-Fix
  • Deskside Support
  • Circular Services
  • Dedicated floorwalkers at contact centres (RoD)

A two-phased implementation approach was adopted, as follows:

  • Current Mode of Operation (CMO): Customer staff were TUPE’d to Computacenter and services were transitioned and delivered ‘As-Is’.
  • Future Mode of Operation (FMO): Services were transformed with several go-live phases ‘chunked’ to accommodate customer implementation readiness.

225000

Users supported


66

Countries supported

35000

On-site users supported


22

UK sites supported

Why Computacenter?​

  • Computacenter has been partnering with the customer since 1995 to help them deliver their IT strategies.
  • Our Professional Services and Technical Services teams have demonstrated their skills and expertise many times through the successful delivery of projects to this customer over the last 25 years.
  • We’re a trusted global business, with the required right-shore model that includes scalable, high-quality services.
  • We have the largest services capability of any VAR in the world and the best understanding of the full technology lifecycle.
  • Our ability to leverage our powerful partnerships with the world’s leading technology vendors, which enables us to lead technology transformation.
  • Operating from the largest facility of its kind in Europe, Computacenter's UK Circular Services team can handle any level of data security via its Government-approved facility and on-site destruction.

Computacenter has been a longstanding partner since 1995, and now provides support to over 100,000 users across multiple countries. The customer acknowledges Computacenter as an ally in driving innovation and enabling success.

Nick Jones, Sector Director

Value Delivered

  • Improved user experience through the introduction of Tech Centers at key customer locations. Our Tech Centers offer a convenient consumer-like experience to users, with direct, drop-in access to multi-skilled IT experts.
  • Computacenter is seamlessly integrated with the customer’s ServiceNow platform to provide incident, request, asset and disposal capabilities.
  • Intelligent IVR (Interactive Voice Response) provides the customer’s users with access to up-to-date information without the need for a live agent. This improves call flow and reduces wait times, whilst the option of re-direction to an agent is also available, if required.
  • The monitoring delivered by Science Logic supports improved identification and elimination of service impacting events as well as automated event handling.
  • Introduction of new tooling to support secure remote access to customer platforms for their staff, as well as secure access to customer-hosted tooling for Computacenter’s technicians.
  • We are now using our Circular Services capability to recycle or re-purpose customer employees’ old workplace devices and customer company data center and networking equipment in an environmentally friendly way. See panel, right, for volumes and eco-savings delivered to the customer in 2023.

Project highlights

Past year's Circular Services performance:

38,832 devices received, 17,666 remarketed, 10,524 redeployed, and 8,803 recycled.

68.6 tonnes of customer IT equipment processed in 2023.

6,986 tCO2e avoided through the redeployment and reuse of equipment.

12,900,000 litres of water saved through the avoidance of new device manufacturing.

10 tonnes of metals and plastics were extracted for reuse during the recycling process.

July 2024

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