Financial Services Leader Undergoes Branch Refresh to Improve Productivity & Profitability

The bank views CompuCom’s flexibility and willingness to deliver as-needed IT support instrumental to this highly strategic, successful and trust-based partnership.

This financial services leader, headquartered in Minneapolis, MN, is the fifth largest commercial bank in the United States. The bank has more than 3,000 branch offices and nearly 5,000 ATMs across 25 states. They provide banking, brokerage, insurance, investment, mortgage, trust and payment services and products to consumers, businesses and institutions.

The Challenge
In 2010, the bank recognized that in order to improve the productivity and profitability of their branch office network, a massive refresh of legacy technology was required. They understood new technology alone would not drive standardization or improve quality across their branch network. An efficient, effective deployment based on industry best practices was critical.

The bank needed an experienced technology partner with the right mix of industry experience, highly skilled support resources, and logistics coverage to manage this massive 18-month deployment of over 100,000 devices. The bank awarded the technology refresh project to CompuCom® in January 2010, based on our deep experience and solid track record supporting financial services clients, skilled field engineering force and state-of-the art delivery centers. Additionally, CompuCom was awarded a five-year support agreement to manage the newly refreshed equipment.

The Solution
CompuCom put our End-User Enablement portfolio to work delivering robust Workplace and Program Management Services. We support more than 64,000 end users and 80,000 devices, encompassing desktops, laptops, printers and servers. We reset 8,000 passwords per month at a Level 1 Service Desk. As this financial services leader’s primary end-user IT service provider, we keep this client’s extensive, missioncritical branch offices running smoothly, enabling bank employees in 3,000 offices across the U.S. to better serve customers — day in, day out.

Leveraging a turnkey solution for life cycle management was key to effectively managing this client’s branch refresh and deployment initiative. The client purchased new hardware through CompuCom for the branch offices and utilized CompuCom’s Paulsboro, NJ delivery center to stage and configure the devices to the client’s exact specifications. CompuCom’s skilled technicians were responsible for installing the equipment in each bank branch office. In addition to configuring and installing the new technology, CompuCom provides program management and governance for all technology through a dedicated Program Management Office based at the bank’s headquarters.

The Results
CompuCom successfully managed this client’s massive technology asset re fresh, completing it ahead of schedule and under budget, with a 99 percent quality measure. With these results, CompuCom was able to firmly establish i tself as a trusted and service delivery partner.

Client Name: 
Financial Services Leader
Services Provided: 
Measurable Results:
  • Optimized end-user productivity
  • Reduced IT support costs
  • Improved collaboration
  • Enabled performance improvements
  • Improved service levels
  • Reduced risks
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