Constellium, a ˆ5.2 billion global leader that develops innovative, value added aluminum products for a broad scope of markets and applications, including aerospace, automotive and packaging, has successfully implemented Unisys' solutions for service desk, desk side services and IT service management (ITSM) to standardise the IT environment for end users, provide multi-channel support, enhance self-help services and increase automation in service delivery.
The new Unisys solutions are designed to increase end-user satisfaction and enable productivity across the company. Under the terms of the five year agreement, Unisys is delivering self-help services based on predictive analytics, chat, mobility and automated request management.
All services are being managed through a digital service hub, which provides a dynamic user interface for knowledge management, communication and automated request management in English, French and German.
Unisys designed and delivered the solution to standardise Constellium’s IT processes, lower costs and deliver uniform services across its businesses. Unisys has helped to deliver rapid business transformation by standardising and automating the previously decentralised IT support landscape.
“We needed a strategic partner to design, develop and implement a solution that we could roll out across the whole organization,” said Vittorio Rossetti, CIO, Constellium. “With Unisys we have achieved more than simple delivery and implementation. We needed to standardise, harmonise and unify our operations across all our businesses. We now have an end-user environment that is intuitive, people-oriented and is already delivering productivity benefits across our entire organisation.”
The Unisys Delivery Center for Constellium now handles fully automated service requests in English, French and German for end users across Europe, North America and Asia Pacific. In addition to improved call management, Constellium has seen a shift from voice to non-voice communications for end user support, with a 27 percent acceptance rate for chat and web services. Desk-side support has also been optimised to reduce costs by flexing capacity to meet fluctuating demand.
“Unisys is very pleased to support Constellium in achieving its important goal of consolidating end-user and workspace services globally,” said Tom Higgins, vice president and general manager, Enterprise Solutions, EMEA, Unisys. “Constellium provides highly innovative solutions to industry and it requires an IT infrastructure that supports its employees, delivers productivity back to the business and helps the company achieve its objectives.”
