Business challenge

Provide consistent services to Cencosud associates in serving customers across all stores in five countries - Brazil, Argentina, Chile, Peru and Colombia.

Solution

• Unisys implemented a point-of-sale application in Colombia that consolidates information regarding Cencosud’s customer loyalty program, sweepstakes, vouchers and other promotional activities conducted by stores or groups of stores; Unisys provides 24/7 support in Portuguese and Spanish via Unisys Next-Generation Service Desk and Unisys Frontline Field Services (desktop management and support, deskside support, repair services and application support) in Colombia to support ~7,000 end-users across all stores as well as a procurement center in China (totaling ~70,000 queries per month).

Results and benefits

• Achieved a globally consistent end-user experience via a single, unified service desk model
• Exceeded the target of 70% first call resolution rate for a consistent and reliable customer service
• Reduced service delivery costs by ~20%