Coffee Company Brews Longstanding Relationship with CompuCom

The company is extremely happy with CompuCom’s consistent level of excellent service and views our associates as an integrated part of their end-user support services team.

Dating back to its single-store origin in 1971, this American coffee company and coffeehouse chain has grown tremendously — garnering approximatey $15 billion in consolidated revenue globally in 2013. Now the largest coffeehouse company in the world, it connects millions of customers every day with exceptional products such as coffees, teas, fine pastries and other delectables. Its more than 200,000 employees not only serve customers, but connects with them in about 20,000 retail stores in 65 countries.

The Challenge
In 2001, the coffee company’s headquarters were significantly damaged in a major earthquake that devastated Seattle. To get back up and running quickly, the company needed immediate help and turned to CompuCom®. Seeing the urgent need, the CompuCom service delivery team jumped in and worked tirelessly to get the corporate offices back up and running. Therefore, when it came time to consider outsourcing other IT services, the coffeehouse company knew exactly where to go to achieve the same level of stellar service for their employees that they proudly provide for their own customers.

The Solution
CompuCom has been providing the organization’s corporate location with desktop support ever since that disaster in 2001. In fact, some of the original CompuCom associates there on day one after the earthquake are still servicing the account today. Over time, CompuCom’s relationship with the coffee company has flourished and the delivery team continues to provide services that increase end-user productivity. Today, CompuCom delivers Workplace Services in the form of end-to-end desktop services to 7,000 corporate end users, managed print services as well as Microsoft Exchange support for the company’s corporate environment.

In addition to procuring all of the client’s mobile devices, CompuCom provides Mobility and Device Management for their nearly 8,000 devices, including PCs and Macs. By utilizing best practices, CompuCom has been able to introduce improved asset inventory and management processes as well. This approach delivers a much more accurate view of where the organization’s computing assets are at all times, and offers a better perspective on timing for inventory restocking.

The Results
CompuCom has consistently exceeded delivery service level agreements (SLAs) for the length of the contract. As a testament to the value of this relationship, the client signed a five-year agreement with CompuCom in 2014 for continued support. The company is extremely happy with CompuCom’s consistent level of excellent service and views our associates as an integrated part of their end-user support services team. Beyond delivering exceptional service, CompuCom continually strives to increase overall organization effectiveness with collaborative enhancements to boost business process effectiveness — all while reducing IT support costs. Today, this client recognizes the added value that CompuCom delivers as their longstanding IT service delivery partner.

Client Name: 
American Coffee Company
Measurable Results:
  • Consistently exceeded SLAs
  • Increased overall organizational effectiveness
  • Improved service levels and response times
  • Optimized end-user productivity
  • Reduced costs
  • Better collaboration
  • Performance improvements and error reduction
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