ENGAGEMENT SERVICES ENGAGEMENT

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1 SERVICES

2 SOLUTION SUMMARY EFFECTIVE USER SUPPORT FOR THE DIGITAL WORKPLACE Transforming employee engagement with self-service, preventative analytics and user adoption services The latest devices. The greatest platforms. The smartest apps. New technologies alone are not enough to increase productivity, drive innovation or reduce cost; it s the way people adopt and exploit them that really makes the difference. Many organisations have recognised the need to invest in new technologies to empower their users in the digital age. But that s where the investment often ends. As a result, employees are still reliant on disjointed services and traditional channels when they need support. Computacenter helps organisations transform both user technologies and user support for the digital age. We eliminate frustrating helpdesk queues with an online knowledge portal. We improve timeconsuming order requests with self-service solutions. We replace reactive incident management with proactive data-driven prevention. We enable, we enhance, we engage. We understand that users need, and want, to be enabled to work from anywhere at anytime. And that means providing a seamless consumer-like experience, regardless of location, platform or device. We analyse user behaviour. We identify opportunities for change. We drive improvements. Our multi-channel user engagement services don t just improve employee satisfaction, they maximise business return. By working with Computacenter to transform the way IT services engage with users, organisations can establish a more productive and digitally-enabled workforce. 2

3 END-TO-END SERVICE A DYNAMIC SERVICE OFFERING Meeting evolving business and user engagement needs with greater innovation and choice At Computacenter, we understand that engagement is not a one-size-fits-all solution. And that business and user engagement needs are constantly evolving. Through Digital Me, our people-centric approach to the digital workplace, we re continually innovating and investing in new solutions and services. For example, our Next Generation Service Desk online and mobile engagement portal is continuously evolving with new features and functionality. And across our delivery organisation, we develop, test and trial artificial intelligence, automation and analytics solutions before bringing improvements to our customers. As an integral part of our Digital Me approach, all our user engagement investments and innovations are designed to help employees work faster and smarter. We recognise that individuals have personal choices; some prefer to phone and talk to an expert, while others like to solve their own problems. Computacenter enables organisations to balance employee choice with consistency and cost savings. We offer a combination of centralised, local and remote services that can be mixed and matched to user needs and business demand. With our scale and resources, we can provide user engagement services to customers across the globe. We also offer a combination of provisioning models for our user engagement services, which gives business leaders and IT departments greater control and flexibility. We can deploy our online and mobile user engagement portal as an out-of-the-box solution, integrated with the Computacenter Service Desk processes, or integrated with customers existing ITSM tools. We help our customers deliver responsive user engagement services that meet the demands of competing in a digital age. 3

4 SERVICE STACK SEIZE THE OPPORTUNITY Boost productivity and satisfaction by empowering users SERVICE FACT FILE WORKSTYLE ANALYSIS Profiles how, where and when users work Computacenter s comprehensive range of engagement services for the digital workplace help users optimise their use of technology and their own potential. From resolving incidents and proactively preventing problems to educating users on new system features and driving behavioural change, our user engagement services include: Why it matters Enables organisations to identify the most appropriate solutions and engagement services to best meet the needs of all users NEXT GENERATION REQUEST Provides users with a consumer-like experience for making IT requests Why it matters Optimises processes and maximises efficiency for both the IT organisation and users across the business USER SUPPORT Computacenter s Global Service Desk underpins the delivery of support services to more than 4.2 million users worldwide. We offer a true multi-channel experience. As well as providing traditional telephonebased support from native speakers in 30 languages, we provide a range of digital options as part of our Next Generation Service Desk (NGSD), including an online and mobile portal, web chat, mobile app and knowledge base. USER ADOPTION Achieving successful user adoption of new technology as part of a digital workplace is key to maximising return and meeting business transformation goals. Our user adoption service is led by skilled HR and communications consultants and comprises a range of approaches and techniques to achieve a successful transformation, providing benefits to both users and the business. Our adoption framework is designed to work with organisations and their users unique needs. It captures the requirements, builds out an adoption strategy, delivers the required communication, education and support and reports back on the success. USER ANALYTICS We use the latest tools to analyse user behaviour as well as application and device performance. This enables our teams to provide better and faster fixes and pinpoint potential problems before they impact users. We aggregate historical metrics to facilitate longer-term proactive and preventative problem management. With greater insights into IT performance and use, we can advise organisations on how to optimise the user experience. 60% Computacenter customer Hays has moved 60% of all IT support transactions online using NGSD 4

5 OUR CAPABILITIES RELIABLE, SCALABLE, GLOBAL Holistic and consistent user support services on an international scale SERVICE FACT FILE TECH BAR This onsite, walk-in kiosk provides a face-to-face support hub. Staffed by our skilled engineers to help with a range of services from hardware rebuilds to software installations, the Tech Bar can also be used for training and induction Why it matters Improves user engagement and productivity Computacenter has a 30-year pedigree in delivering end user services and is internationally recognised as a leader in the digital workplace. With strategically placed facilities, we provide flexible and reliable engagement services on a global scale. Using standardised methodologies and industrialised processes, we ensure a consistent experience for users regardless of language and location, as well as a reduction in IT costs. Our user engagement services have been designed to maximise choice and minimise costs. We improve response times. We increase efficiency. And we safeguard productivity. Organisations can see our user engagement services and innovative digital workplace solutions in action at our Customer Experience Centres in the UK (Hatfield), Germany (Kerpen) and France (Montpellier). AUTOMATED SUPPORT SERVICES Our vending machines and swap cabinets provide fast and easy access to peripheral devices such as mice, keyboards and headsets with automated stock management, multiple payment options and a simple user interface. Why it matters Reduces user downtime and improves control 5

6 DIFFERENTIATION RECIPE FOR SUCCESS Helping organisations achieve more with a user-centric digital workplace We understand the user IT landscape is continually evolving, and our user engagement services are designed to keep up with new user expectations, new technologies, new business models and new digital workplace practices. Our award-winning online and mobile engagement portal, designed to consumer standards, brings together innovative and market-leading tools to provide an optimal user experience. Our workplace focus and experience enables us to develop strategies that make digital work. For example, through Digital Me, we combine the latest devices, platforms and apps from both established and emerging vendors with our multi-channel engagement services to ensure users have access to the tools and technologies that match their digital workstyles and personas. With our fundamentally user-focused approach, we see user adoption as integral to the delivery of any new technology. This ensures our customers can maximise the value of their digital workplace investments. WHY PARTNER WITH COMPUTACENTER? We have more than 2,500 service desk agents in 30 locations We support 4.2 million users in 30 languages across 70 countries We offer user support across multiple channels, including , web chat and mobile app as part our Next Generation Service Desk solution We partner with market-leading vendors, including NexThink, Splunk, BMC, ServiceNow, Blue Prism and Avaya, to deliver the latest service desk technologies and analytics to our customers Our experts hold accreditations from more than 200 vendors and industry organisations Computacenter is the leading Challenger in the 2017 Gartner magic quadrant for Managed Workplace Services, Europe Our expertise spans the workplace, network, datacenter and cloud, which means we can provide holistic solutions to support broader IT and business transformations 6

7 OUTCOMES HIGHER PRODUCTIVITY, GREATER SATISFACTION Transforming the user experience and employee engagement With better user engagement, businesses can deliver better customer outcomes. At Computacenter, we understand the importance of engagement services in maximising the return and results from the latest devices, the greatest platforms, and the smartest apps. By combining automation, analytics and self-service, our Engagement services transform user support for the digital age. We enable. We educate. We evolve. We empower your people to be the best they can be. WHY COMPUTACENTER S SERVICES MATTER FOR THE CIO FOR THE USER FOR THE BUSINESS Enables a leap towards digital business transformation Enhances service consistency with greater predictability and stability Optimises ROI in new technologies Reduces costs through more efficient services and fewer calls to the service desk Enables faster and easier access to help and support with multiple channels to choose from, regardless of location and device Decreases downtime and frustration due to IT issues Facilitates more flexible working styles with personalised services that reflect how and when users want to work Improves business agility by providing more flexible support options Drives digital strategy with support models that align to today s working practices Increases organisational efficiency by minimising downtime for users Frees up resources to focus on strategic priorities 7

8 OUR EXPERIENCE MAKING A DIFFERENCE UCB maximises patient value and employee efficiency with one model for IT end user services OBJECTIVE Millions of people living with neurology, immunology and bone conditions depend on UCB s medicines for a better quality of life. Providing a consistent end user experience to its users as workplace technologies evolve is a key priority for UCB. It wanted to establish a global service desk and engage the same partner to deliver local support across Europe and Americas. SOLUTION Over a short transition period, users in different countries were gradually moved to the new service, which is delivered by dedicated agents based at Computacenter s Global Service Desks in Spain and the US as well as by local support teams. Computacenter s end user services teams partner with UCB on a daily basis to contribute the best IT experience to all UCB employees and external collaborators in more than 40 countries. OUTCOME With a global model for end user support, UCB can unlock both efficiency and financial gains. The partnership with Computacenter enables it to maximise support resources and deliver a more consistent user experience. Ensuring greater consistency will also help to drive greater user productivity and satisfaction. Hays digitises IT support and drives greater employee productivity with Next Generation Service Desk OBJECTIVE Revenue generation at Hays is dependent on the productivity of its 2,200-plus UK sales consultants. Technology is increasingly being used to streamline the recruitment process, which means employees IT queries and issues need to be dealt with quickly. With the majority of IT support still telephone-based, Hays wanted to provide employees with a broader choice of engagement channels. SOLUTION Hays signed up to Computacenter s Next Generation Service Desk (NGSD) solution as part of an existing managed services contract. Via an online portal, 5,500 users in 21 countries can now choose from a range of digitised support features from logging their own incidents and initiating online chats to searching knowledge articles. Business champions, tailored internal communications and a development hothouse helped keep the two-month implementation timeline on track and maximise user adoption. OUTCOME Sixty per cent of IT support transactions at Hays now happen online, which includes an average of 1,180 web chats and 370 self-logged incidents per month. By providing relevant and responsive support 24x7, Hays can maximise the time that staff spend on revenuegenerating activities, which helps to drive profitable growth. This user-centric support experience will also contribute to greater staff retention and satisfaction. 8

9 GET IN TOUCH To find out more about how Computacenter can enhance your users experience by transforming your engagement and support services, please contact your Computacenter Account Manager, call or us at

10 Enabling users and their business Computacenter is Europe s leading independent provider of IT infrastructure services, enabling users and their business. We advise organisations on IT strategy, implement the most appropriate technology, optimise its performance, and manage our customers infrastructures. In doing this we help CIOs and IT departments in enterprise and corporate organisations maximise productivity and the business value of IT for internal and external users. Computacenter (UK) Ltd Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW, United Kingdom computacenter.com +44 (0)