ITTM WE KNOW. Point of View: What Are Walk-Up Service Centers?

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1 Point of View: Restore the Business Value of IT with Walk-Up Service Centers Convenient, café-like service centers enrich the customer experience and increase productivity What Are Walk-Up Service Centers? Primarily located on corporate campuses with more than 1,000 employees, walk-up service centers are the new alternative to IT service desks with an inviting storefront for employees who need technical support. The service centers are also available as mobile popups for events such as sales conferences. Inside the walk-up service center, expert technicians provide technical support by appointment or on demand. Employees can wait or can drop off their devices for hardware repairs, software upgrades, and technology refreshes. By Mike Flanagan, VP, End-User Enablement Portfolio The consumerization of IT and rapid evolution of technology have created a disconnect between IT and its customers. Outside of work, employees receive friendly, customized, rapid support for their personal technology needs. But at work, IT services are often slow, impersonal, and difficult to access. Many IT departments have not been able to keep pace with the bring your own device (BYOD) movement and are unable to support all of the mobile devices employees increasingly use at work. Businesses are struggling to identify the best way to address these issues. Should they invest in self-service options as a stop-gap measure? Should they increase their service desk commitments, even as training costs continue to rise? Or should they deepen their already expensive investments in deskside services? All of these options are costly, and none appears to offer a long-term, large-scale fix to the deeper issue of restoring IT s status as an enabler of rather than a barrier to productivity. Fortunately, there is another way forward. Walk-up service centers provide an innovative alternative that reinvents IT and restores employee trust in IT services. With their inviting storefront feel, walk-up service centers encourage employees to walk in to receive friendly technical support and advice. They also have the opportunity to see and test drive the latest approved products and peripherals, available at affordable prices. Employees enjoy the fast, convenient, personalized service experience of walk-up service centers. And businesses appreciate the value of providing a better customer experience while also reducing the workload at traditional service desks and improving the alignment between what the business needs and what IT departments can provide. The Growing Disconnect Between IT and Customers Since the height of the recession in 2008, many businesses have been compelled to reduce staffing and budgets for IT. Unfortunately, during that same time period the complexity and pace of technology change has increased dramatically, leaving IT under-staffed, under-resourced, and under-budgeted at precisely the wrong time. One of the most significant changes since 2008 is the so-called consumerization of IT, in which employees have rapidly adopted a wide array of mobile computing devices devices they use at work as part of the BYOD movement. The consumerization of IT means IT has to support many more devices and their associated software and integrated feature sets.

2 The Four Zones of Walk-Up Service Centers Greeting zone: A customer service representative greets employees and quickly identifies their needs. Technology zone: Expert technicians provide technical, how-to support, repair, and upgrade services. Lounge zone: Employees can relax or work on shared workstations while service is being performed. Product/demo zone: Employees can evaluate new products on demo tables and make purchases with intelligent vending. The biggest impact of mobile devices on IT support is actually not the volume of devices, but rather the style of support that is necessary. The heterogeneity of mobile devices ios, Android, Windows Phone, etc. and their high rate of change makes it difficult for IT to maintain sufficient platform expertise. Plus, with employee-owned devices, IT cannot push changes and configurations autonomously. The employee must play an active role in the process, meaning IT has to find a way to encourage employee self-sufficiency. While traditional IT support is essential to the business, it is not well suited to today s highly mobile, rapidly evolving end-user environment and employees have noticed. The growing disconnect between IT and end-user has left today s employees: Dissatisfied with IT s services and associated quality Unable to find the self-service options they desire inside the workplace Powerless to get the instant gratification of easily purchasing small-ticket items such as USB storage and AC adapters Frustrated with internal procurement channels because they don t like the experience, leading them to choose outside retail channels instead Irritated that IT is slow to market with service and products to support today s mobile devices and the need for anywhere, anytime access Clearly, the traditional model of IT support is not working not for businesses, not for IT, and not for employees. As the list of mobile devices and applications continues to grow, there is simply no way for IT to support all of them in its current mode. The only solution is to change the dynamic to re-invent and re-think IT in order to provide a competitive advantage and the level of service employees desire. The Value of Walk-Up Service Centers Walk-up service centers offer the innovation needed to restore the value of IT to the business and rebuild the connection between IT and the end-user. Walk-up service centers offer a costeffective, self-service solution that empowers employees by providing a fast and efficient avenue to problem resolution. With walk-up service centers, employees can click a button on any device to determine where they should go to receive the best service. At the service centers, they receive support that is friendly, inviting, and convenient, from people who are there to serve their needs not just to close a ticket. The experience is intimate and supportive, much like what employees are accustomed to experiencing at outside retailers. Walk-up service centers can be integrated with the business current service support system to create a seamless, comprehensive service solution. An internal walk-up service also gives IT the opportunity to influence device choice, as employees are encouraged to evaluate and purchase business-approved peripherals and devices. This helps businesses reduce the proliferation of personal devices, so IT can focus its support on a limited number of devices and applications. Other benefits of walk-up service centers include: Improved business alignment and customer satisfaction Increases end-user satisfaction through on-demand and scheduled access to technical support

3 Mimics the support end-users have come to expect with the personal technology they own and use outside work Helps IT be seen as an enabler of rather than a barrier to increased productivity Key Benefits of Walk-Up Service Centers Improved business alignment and customer satisfaction: Increases end-user satisfaction, mimics the support end-users have come to expect, and helps IT be seen as an enabler to productivity. Enhanced productivity: Speeds return to work, supports company- and employee-owned devices, and fosters opportunities for education. Cost management: Reduces rogue purchases, provides access to businessapproved technologies, and lowers the number of deskside visits. Enables businesses to demonstrate new technology options, increasing the likelihood that end-user technologies will align with business needs and IT support capabilities Enhanced productivity Speeds return to work, either with repaired or replacement devices Supports both company- and employee-owned devices, so end-users can decide the best mix of technology to do their job Fosters opportunities to educate end-users on available IT services, device features, and application usage Cost management Reduces rogue purchases of peripherals (memory sticks, mice, etc.) with technology vending machines Provides convenient, fast access to new technologies approved by the business Reduces service desk workloads and the number of deskside visits CompuCom Solution Cafés Walk-Up Service Centers CompuCom has designed and implemented walk-up service centers for numerous businesses in retail, healthcare, life sciences, insurance, financial services, and other fields. In choosing CompuCom, businesses are receiving a proven solution from a single vendor a company with a long history of leadership in the service industry. Solution Cafés CompuCom s walk-up service centers are developed and delivered as an integral part of a business overall strategic plans. These service centers are integrated with each business existing service offerings, as part of an overall services strategy that also addresses short- and long-term goals, governance, security, and environmental concerns. Solutions to fit your business While other vendors offer one-size-fits-all solutions, CompuCom develops customized walk-up service center solutions to meet the needs of any business with zoned-based options that allow you to select and customize a café experience to fit your specific needs. For example, you can select the Greeting and Technology zones for basic support or include the Lounge and Product zones for enhanced and custom features. The three general offerings include: Basic: Provides basic walk-up and scheduled service for all devices. Services include device repair and restore, user support, training, and technology refresh Enhanced: Includes additional features such as shared workstations and a while you wait lounge area where employees can check , browse the web, evaluate product demos, and experience emerging technologies Custom: Includes on-the-spot product intelligent vending machines, and pop-up service centers that can be transported to remote events such as sales or product conferences

4 Customer example CompuCom recently developed and delivered a walk-up service center solution for a leading global pharmaceutical company that has a large population of mobile employees who were frustrated with deskside visits and poor response from the service desk. Solution Café Walk-Up Service Centers Solution Café walk-up service centers deliver zoned-based options that allow you to select and customize a café experience to fit your specific needs. Basic: Provides walk-up and scheduled service for all devices. Enhanced: Includes additional features such as shared workstations and a while you wait lounge area. Custom: Includes on-thespot intelligent vending machines and pop-up service centers for events. To address the company s service issues, CompuCom set up Solution Café walk-up service centers at several facilities that housed a large percentage of mobile device users. The result was an improved employee experience, reduced workload for the service desk on simpler issues, and significantly increased connection between IT and the business. Get Started with CompuCom Walk-Up Service Centers The consumerization of IT and the BYOD movement have overwhelmed today s under-staffed IT departments. Yet, the proliferation of mobile devices will only continue. To keep pace, businesses must find an affordable alternative to traditional IT services that can restore employee trust in IT. Walk-up service centers offer that much-needed alternative enhancing the end-user experience, reducing the burden on traditional IT services, and giving businesses the opportunity to regain some control over the types of devices employees are purchasing. CompuCom is leading the market in designing and delivering walk-up customized service centers that provide on-demand and scheduled services in a convenient, café-like atmosphere. The result is significantly faster problem resolutions for employees and much better alignment between business and IT. The first step in developing your Solution Café walk-up service center is to talk to a CompuCom representative. We can discuss your needs and goals, and conduct a detailed, no-cost assessment or gap analysis to determine whether a walk-up service center is the right way for your business to improve service delivery. Why CompuCom? Some companies offer end-user services because they have to. At CompuCom, end-user services are what we do. We are a leader in the service industry and are dedicated to providing best-inclass solutions as shown by our continual investments in innovative solutions such as walk-up service centers. CompuCom provides end-to-end support, from selling businesses the products they need to providing customized support. Nothing is outsourced, which eliminates the complexities and costs of working with multiple vendors. In addition, CompuCom offers: More than 6,000 field-based personnel who support end-to-end corporate technology needs Industry-recognized certifications, including Six Sigma, ITIL for service delivery and many more Recognition as Ability to Execute leader in 2013 Magic Quadrant for End User Outsourcing Services for North America Any manufacturer device support through a team of associates who provide certified warranty support A unique set of diagnostic tools and processes that are ITIL-aligned and fit into an overall cross-functional service approach

5 About CompuCom CompuCom Systems, Inc Forest Lane Dallas, TX CompuCom.com Dallas-based CompuCom Systems, Inc. is a leading provider of end-user services, service experience, and cloud technology services to Fortune 1000 companies. Founded in 1987, privately-held CompuCom has approximately 11,500 associates and supports more than four million end-users in North America. For more information, visit Learn more about CompuCom and our comprehensive services. Visit us online at CompuCom.com or call us at today. ITIL is a registered trademark of the Cabinet Office in the United Kingdom and other countries CompuCom Systems, Inc. All rights reserved. CompuCom is a registered trademark and We Know IT is a trademark 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.