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Johnson & Johnson

Delivering a new way of working

Industry: Medical equipment and Pharmaceutical
Region: International
HQ: New Jersey, U.S.
Company size: 134,000 employees

“We have a long relationship with Atos that is based on collaboration and innovation. Atos has provided us not only with the technologies we need to increase productivity, but also with an entirely new pricing model based on transactions rather than user numbers.”

Keith Blizard Vice President, End User Services,
Johnson & Johnson

Following the development of a successful relationship since 2011, Johnson & Johnson renewed its contract with Atos in 2017 for another six years

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Atos Digital Workplace enables organizations to increase the engagement of their workforce, stimulating collaboration and enhanced communications with employees and with customers. The solutions delivered by Atos Digital Workplace provide an end-to-end digital platform that better connects people, resulting in more effective and productive workforces and improved customer satisfaction.

The challenge

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In more than 600 sites in 78 countries worldwide, Atos is now delivering a technical support and identity access management service which covers some 217,000 authorized users.

The solution

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Atos expertise in Digital Workplace Services provides Johnson & Johnson with significant enhancements to its remote support capabilities, improving the user experience and minimizing the mean time to resolve an incident. An example is the change from an English-only online chat via service desks to a real-time machine-translated chat service in 24 languages, raising user service levels and reducing costs significantly – chat now accounts for about one-third of contacts.

Business benefit

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Atos has also transformed the Interactive Voice Response (IVR) system enabling more users to service their own inquiries by following an IVR dialogue which is available in 32 languages. The 2018 roadmap places transformation at the heart of the ongoing relationship between the two organizations by evolving the end user space for all Johnson & Johnson colleagues worldwide.

Delivering a new way of working at Johnson & Johnson

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Keith Blizard, Vice President of IT, is also responsible for end user support at Johnson & Johnson. In this video he talks about how Atos has helped deliver next generation services and solutions, covering the types of users they need to support in order to enable innovation. He goes on to mention the advice he would give to peers on a similar transformation journey.

Keith Blizard, Vice President of IT at Johnson & Johnson talks about how Atos helped deliver next generation services and solutions, leveraging technology to transform the end user experience.

Related resources

Analyst report

ISG Provider Lens: Digital Workplace of the Future

In its 2019-2020 Provider Lens report, ISG named Atos a leader in Digital Workplace Consulting Services and Managed Services – Workplace Support. Download the full report.

Press Release

Atos positioned as a Leader in Gartner MQ

Atos has been positioned by Gartner as a Leader for European Managed Workplace Services (MWS), based on its ability to execute and completeness of vision.

Future of Work

Are you ready for the Future of Work?

“Imagine if you could scan yourself into the office using a chip implanted in your hand. Your robot colleague would greet you and inform you of your first appointment – a virtual call with your counterpart in another country, who would appear in your office as a hologram. Sensing your feelings as you start the working day, the lights and temperature are adjusted to improve your mood.”

Related information

Atos Digital Workplace

Healthcare

Consumer Packaged Goods

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