SOLUTION CAFÉ. Transforming the IT Support Experience

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1 SOLUTION CAFÉ Transforming the IT Support Experience 1

2 Like IT consumers, business users have embraced mobile technology in a big way. Across industries and functions, more and more work gets done on growing range of devices. 70% Seventy percent of professionals will do work on a personal device by Gartner Research A New Era for IT Support Many of those devices are personal smartphones and tablets that employees bring to work with them. Even laptops are becoming smaller and more versatile in order to accommodate today s mobile end user. What s more, the consumerization of IT means today s users demand easy-to-use hardware and software plus fast, friendly support to go along with them. These trends are placing new demands on IT support in the enterprise. Today s users have new needs and escalating expectations. They demand device-specific support, consumer-level convenience and flexible options for how they receive IT service. When it suits them, they even desire face-to-face interaction with a knowledgeable support technician. That s why your organization needs Solution Café, CompuCom s innovative walk-up service center solution. Solution Café represents a revolutionary new approach to IT support. One that places the user at the center of the support experience and actually rebrands IT support as up-todate, responsive and customer-focused. 2

3 On-site & On Target Solution Café is an IT walk-up service center an on-campus facility where employees can stop by to get help with their IT equipment and applications. Inside the Solution Café, technical experts offer on-demand or by appointment support for issues like hardware repairs, technology refreshes and software upgrades. Employees can choose to wait with their device, or they can drop it off for later pickup. Solution Café augments the traditional service desk, providing an efficient, cost-effective and user-focused support alternative. One that promises to optimize employee satisfaction and maximize employee productivity through greater convenience and faster resolution of IT issues. At least 70% of mobile devices used for work are selected by employees. 2 Forrester Research More than Support Solution Café lets you provide more than just technical support. It lets you offer a convenient location where users not only have their technical questions answered but can also learn about the latest technology and test drive devices. For IT departments, Solution Café can streamline hardware provisioning and lower the number of incidents handled by service desk and deskside support. It makes IT a visible, trusted partner in daily business operations. Additionally, Solution Café enables IT to influence users in their choice of hardware and software helping employees comply with the policies governing technology that you ve established for your organization. 3

4 Get in the Zone Reflecting proven best practices, Solution Café walk-up service centers feature up to five zones for comprehensive service and support. Greeting Zone Users are welcomed to the Solution Café, and their needs are identified. They can also access a selfservice kiosk for checking in, opening a service ticket or using a knowledge base. Technology Zone Technicians provide hardware repairs, technology refreshes and software upgrades. Depending on the request, they can deliver services in real-time while the user waits. They can also share tips and best practices with users. Lounge Zone Users can relax or take advantage of shared workstations and wireless connectivity while their equipment is serviced. This zone lends the walk-up center a consumer-oriented feel while helping rebrand IT as customer-centric. Product/Demo Zone Users can become familiar with the latest company-sanctioned devices, peripherals and apps. Intelligent vending machines allow users to purchase enabling peripherals such as flash drives, cables and headsets. We can also arrange for IT vendors to participate in demos and conferences where employees can learn about the latest technology. Learning Zone Users can take advantage of live demos, webcasts or self-directed learning to discover which devices and apps the company supports, how to manage their devices on their own, and how to use technology to do their jobs better. Smart lockers provide end users with secure drop-off and pickup services for after hours. Intelligent vending machines can offer mobile devices, peripherals and accessories like smartphones, flash drives, cables and more. 4

5 Flexible Options Solution Café is designed to be integrated with your unique IT support environment. The offering is part of an overall strategy that encompasses your short- and long-term governance, security and business objectives. To meet your unique needs, CompuCom offers three Solution Café options: Basic Includes Greeting Zone and Technology Zone. Provides walk-up services for all devices. Services include device repair and restore, user support, technology refresh and training. Enhanced Includes all zones. Adds services that allow users to access shared workstations, evaluate devices, experience emerging technologies and explore product catalogs. Custom Includes all zones plus on-the-spot intelligent vending machines as well as device loan, exchange and refresh programs. 50% One-half of large enterprises will offer IT walk-up services by Gartner Research Walking Up to Better Outcomes Solution Café delivers a broad range of business benefits. First, the offering can dramatically improve the quality of IT services provided to your workforce and measurably improve employee satisfaction. Early adopters report a tangible improvement in end-user perception of the IT organization. Second, Solution Café can optimize the performance and availability of your devices along with the productivity of your workforce. Employees spend less time struggling with their devices and more time using them to do their jobs effectively. They get fast, efficient support for their IT equipment. And, they gain valuable knowledge that helps your organization leverage technology for competitive advantage. Tangible Results CompuCom is implementing Solution Café in a growing number of leading organizations across retail, health care, financial services, insurance, manufacturing, telecommunications and other industries. One global pharmaceutical company has already reported tangible results, with service desk calls decreasing 25 percent, user satisfaction increasing 10 percent and technicians able to handle twice the volume of support tickets compared with their service desk roles. 5

6 Take the Next Step CompuCom leads the market in designing and delivering walk-up service centers that offer on-demand and scheduled services in a convenient, consumer environment. Solution Café offers significantly faster problem resolution, a more satisfying experience for employees and more effective alignment between business and IT. Your next step in realizing the advantages of Solution Café in your own organization? A nocost discovery workshop where you can identify gaps, set goals and determine the specific implementation of Solution Café that s right for you. Key Benefits of Solution Café Increased end-user satisfaction Optimized employee productivity More effective deployment of IT support Better IT cost management Stronger alignment between business & IT Learn more about CompuCom, Solution Café and the rest of our comprehensive IT services offerings. Visit us online at CompuCom.com or call us at Bring Your Own Device, Gartner Building the Business Case for a Bring-Your-Own-Device (BYOD) Program, Forrester, December How to Establish IT Walk-up Services, Gartner, Arpril

7 ABOUT COMPUCOM CompuCom Systems, Inc., a global company headquartered in Dallas, Texas, provides IT managed services, infrastructure solutions, consulting and products to Fortune 1000 companies committed to enhancing their end users experience. Founded in 1987, privately held CompuCom employs approximately 11,500 associates. For more information, visit CompuCom Systems, Inc. All rights reserved. CompuCom and Solution Café are registered trademarks of CompuCom Systems, Inc. All other trademarks and product names mentioned herein are the property of their respective owners in the United States, Canada and/or other countries. The information contained herein is subject to change without notice. 7