The challenge

Managing a complex global workforce of more than 68,000 employees−spread across 33 countries while using 90,000 mobile devices, PCs and laptops−was driving up IT support costs.

Full-scale digital transformation was a challenge for many reasons including the customer’s unsustainable and costly global support landscape, which involved six IT service providers and hundreds of bespoke applications, as well as the company’s vast legacy server environment.

This energy customer required a comprehensive, scalable end-user support approach to cost-effectively sustain its growing global businesses.

The solution

Atos designed a phased digital workplace methodology that began by simplifying the ITSM (IT Service Management) provider landscape from six providers to just one. As the provider for all distributed IT functions including management of over 2,000 servers, Atos established unified support procedures to ensure a single harmonized, web-based process for provisioning services across the company’s entire global footprint. Leveraging ServiceNow ITSM, automation allowed faster self-service for common support requests such as password resets, application downloads, service request scheduling and device ordering.

After the initial transformation phase, Atos migrated employees to Microsoft Office 365 and upgraded 30,000 workstations to Windows 10. Atos also established a centralized procurement function to provide access to specialized products and services required by the company’s distributed regions. To ensure security across all workstations and devices, Atos rolled out a system for securely provisioning and managing devices and digital identities by user profile. As part of its digital workplace transformation, Atos introduced tech bars for onsite, in-person support at the company’s main headquarter locations, as well as smart lockers for employees to easily pick up new laptops, shared devices and other assets.

Business benefit

Atos provided this energy customer a secure, flexible and unified workplace solution, available anytime, on any device. We also helped this customer:

• Simplify its hardware, software and service provider landscape.
• Establish a harmonized, global approach to digital workplace services across all of its entities.
• Realize a 30% year-over-year cost savings, including a $6m savings in the first two years from consolidation of hardware vendors alone.
• Reinvest the savings into additional innovations such as AWS cloud services to improve secure access and availability to shared data.
• Improve employee experience via omnichannel support options that provided both choice and flexibility. From the self-service portal to tech bars, employees could take advantage of support options that fit their workstyles.
• Achieve faster resolution and less downtime using analytics, automation and proactive support to quickly identify and correct commonly occurring issues.