Greg Hoogerland is responsible for providing strong global leadership and operational excellence to advance the mission and strategy of CompuCom®. Greg held the roles of Chief Customer Officer and Chief Strategy Officer and was named President of CompuCom June 2018.
What are some key things that CompuCom is focused on from a client perspective?
We're focused on predictable and cost-effective delivery. The changing market dynamics — and how innovation can enable more robust, impactful solutions — is an area of emphasis. For example, through our Solution Café® service, we provide walk-up tech support within our client campuses. In this model, CompuCom techs can handle twice the number of support events each day compared to traditional desk side support approaches, and CIOs are able to deliver more innovative support models. It's no wonder so many end users prefer this approach to traditional desk side support.
How has focusing on the client perspective helped CompuCom grow over the years?
A key lesson CompuCom learned along the way is that technology is merely a strategic enabler to get things done. Many IT companies get enamored with technology for technology's sake. It is critical to keep the client and the client's customers and employees at the center of what you do.
CompuCom has always been focused on empowering our clients' employees with the right technology, at the right time, and with the right access to enable them to help grow their businesses. We've always kept the end user at the center of everything we do, from how the company is structured, research & development initiatives, partnering strategies and new solution offerings. We have grown from a focused company to one now serving hundreds of clients globally through our 11,000 associates.
What do you think CompuCom does better than other IT providers?
Our commitment to constantly reimagining the end-user experience sets us apart. That requires a different kind of mind-set. It means focusing not on supporting particular devices or applications, but on supporting the end user and making his or her experience as productive and pleasurable as possible. Our approach has paid off. In fact, Gartner consistently positions us in the upper part of the Leader category in their annual Magic Quadrant for End-User Computing1.
In addition, we provide products and services, and deliver both in a dynamic fashion. For instance, we have deep relationships with all of the key product manufacturers, so we can help clients purchase, configure products to their specs, deploy the equipment and then manage it all on an ongoing basis. Whether a client needs just one of these services, a fully managed service arrangement or anything in between, we can do it. It's what we call our "vertically integrated delivery model."
What role do you think technology should be playing in organizations today?
We're in an era of exciting and rapid change. As technology and business leaders come together to leverage these advancements, we must remember that technology is ultimately an enabler for people to be more efficient, productive, insightful and enlightened. Organizations must be designed to capitalize on the benefits of enabling technology so end users can achieve more. That means removing organizational silos and replacing them with teams that focus on speed and are networked for interdependencies.
What are the greatest attributes of CompuCom?
Our greatest assets or attributes are:
- Smart, committed associates.
- A great roster of committed client relationships, averaging over 13.5 years.
- A strong focus on Managed Workplace Services and enabling a Digital Workplace.
- Innovative technology solutions, such as Persona Modelling, End-User Orchestrator with Intel, Solution Cafés/Tech-Zones, among others.
- Focused expertise in key verticals such as Retail, Financial Services/Insurance and Healthcare/Life Sciences.
Why is CompuCom one of the best places to work?
Our organization is very flat and our senior management is very visible and accessible, so our associates know they have a direct line of communication open to them. We foster and facilitate that via programs such as local Town Hall meetings, all-manager President WebEx sessions (with each followed up with a survey for feedback/input), skip-level and 360-degree discussions and more.
We have an extensive network of associates across North America, including over 6,000 Field Technicians who work cooperatively with co-workers they have never met in some cases. We select candidates who seek responsibility and autonomy so that they have an opportunity to thrive in a less-structured environment. They are entrusted with the company's reputation and consistently rise to the occasion by delivering outstanding customer service. This is also true of our support functions, many of whom are virtual, and carries over into our corporate offices.
We strongly encourage our managers to partner with associates to create career development plan and opportunities. As a company, we promoted more than 800 associates last year. We are committed to promote from within and reward our associates for increasing their value to the company. We have biannual pay cycles to ensure a thoughtful, planned and more frequent approach to reward associates with pay increases.
1 Magic Quadrant for Managed Workplace Services, North America, Published: January 2018