CompuCom’s service desk expertise continues to help our clients in the manufacturing industry increase system availability while significantly decreasing support costs.
The ClientWith four wineries strategically located in various parts of California, 4,600+ employees around the world, and more than $1.8 billion in annual revenue, E.&J. Gallo Winery produces wines in every category, to suit every taste.
The ChallengeGallo’s desktop services, network, and server environment were operating in a siloed environment, characterized by various independent, uncoordinated,end user support activities that presented challenges, such as:
- An average PC repair time of about 20 days
- Extra expenses resulting from users resorting to external repair services or unplanned computer purchases
- An understaffed help desk operation with a voicemail front end and a malfunctioning trouble ticket tracking system
The SolutionCompuCom’s service desk solution, which we designed to bring service and quality levels up and the cost of ownership down, was implemented in 60 days. We applied our Integrated Infrastructure Management™ (IIM) methodology to design and expand the electronic knowledge database that enabled Gallo to capture problems and identify solutions for generic system issues and issues specific to Gallo’s operations. The continually expanding database has significantly enhanced the effectiveness and responsiveness of Gallo’s service desk agents.
The ResultsThe knowledge database, one of the many tools that comprise CompuCom’s IIM solution, enabled this manufacturing client to:
- Reduce problem resolution time
- Reduce operational costs
- Drive effectiveness and efficiencies
- Increase performance