New approach to support digitisation strategy
As part of its digitisation strategy, we needed to rethink our approach to delivering IT support services to both our employees and customers. The new approach would need to deliver an exceptional user experience and bring popular consumer features, such as online chat, to a corporate service desk environment.
NGSD is an important step in the digitisation of Computacenter’s business and services. It has enabled a step change in how we support our users and will enable them to work more flexibly and effectively.
Mike Norris, CEO, Computacenter
OBJECTIVES
- Growth/Business Change
- Continuous Improvement/ Innovation
Transform and digitise own IT support service
Computacenter turned to its own users to help with the transformation and digitisation of its IT service desk. More than 170 employees took part in a hothouse initiative, which provided the company with a blueprint for its Next Generation Service Desk (NGSD). Computacenter conducted online staff surveys, profiled users and appointed evangelists to help maximise adoption and change behaviours.
Outcome
- Maximising staff productivity
- Improved customer service
- Maximising business agility
