Consultancy firm Mercer Human Resource Consulting has been able to achieve a ‘cost per call’ rate that is lower than the industry average as a result of outsourcing some of its IT services.
Mercer, which has around 3,000 staff spread across 26 sites in the UK, has selectively outsourced its desktop, laptop and printer support services to Computacenter since 1999. These services are co-ordinated through a central service desk, which handles the management of Mercer’s 4,500 desktops/laptops and 1,300 printers. The service desk receives approximately 7,000 calls a month from users.
Mercer has operations across the globe, and supports companies through business challenges such as mergers and acquisitions, change management, and globalisation. “Our users do business all over the world, and they often need access to technology outside of core working hours. Desktop and printer management is not a core skill for Mercer, and we were keen to drive down costs as much as possible,” says Nigel Cowton, Workforce Services Manager at Mercer.
Computacenter provides Mercer with both on-site and remote support services, which are subject to industry-recognised benchmarking to ensure optimum performance and ongoing cost benefits. The benchmarking is based on averages provided by IT researcher and analyst Gartner that are specific to the relevant business sector, and encompasses various core competencies, such as first-time fix rate and average call answer time.
“Although it is vital that companies improve their service levels, this must be approached holistically,” says Cowton. “The benchmarking provides us with a full picture of our IT service performance, and we are able to embark on improvements in an integrated manner rather than on a case by-case basis.”