The Royal Mail has chosen Computacenter to help transform its business, providing its customers with solutions that improve their experience with the company and boost response rates for customer service.
Computacenter was originally chosen as Royal Mail's helpdesk partner in July 2014 in order to deliver reliable and responsive services, with the service going live in April last year.
"Delivery companies are technology-led companies and IT transformation throughout Royal Mail Group is central to the company's parcels and letters business," said Catherine Doran, CIO at the Royal Mail Group. "We recognised that transitioning to new IT suppliers would help promote innovation and ensure best practice was embedded into our IT function."
Computacenter needed to create a solution that would help Royal Mail deal with 12,000 calls a month, both helping customers report incidents and fulfillment across 23,000 devices and applications. Computacenter was also given responsibility for build, asset and patch management, procuring and refreshing workplace devices, and delivering security services.
"We worked closely with Royal Mail Group and the other service providers in the IT ecosystem to ensure we went live as planned. Comprehensive service acceptance and assurance methodologies helped to ensure confidence at every key milestone," John Beard, major accounts team director from Computacenter said.
As a result of the shift to its Pass12T methodology, Computacenter says it will be able to fix more issues at the first line, rather than delaying resolutions.
Alison McLean, service director at the company, added: "We've put in place a number of service level agreements that are designed to continuously improve the user experience and minimise business impact. We're currently achieving an average speed to answer that is well above our target."
