Twenty-Year IT Partnership Enables Industrial Gases and Chemicals Leader to Maintain Strategic Focus

We've grown to recognize CompuCom as a trusted partner and not just a service provider.

A worldwide supplier of industrial gases and equipment, specialty and intermediate chemicals, and environmental and energy systems, this company is dedicated to making the world more productive, energy efficient and sustainable. The company, recognized as the world’s largest supplier of hydrogen and helium, has more than 21,000 employees supporting operations in 50 plus countries.

The Challenge
This leading supplier’s strategy embraces executing on innovation, integration and improvement. To achieve its strategic objectives, the company realized it required an agile IT services partner capable of growing with them, and supporting evolving business requirements.

The Solution
In 1996, the company selected CompuCom® to provide Desktop Deployment Support. During the early years of the partnership, CompuCom established itself as a reliable, flexible partner who consistently delivered first-rate support. In 2010, the client elected to outsource its Global Service Desk. CompuCom was the natural choice given its excellent service delivery record, a global reach that mapped to the client’s requirements, and a steadfast focus on continual improvement and collaborative innovation.

In addition to managing the Global Service Desk, CompuCom provides Global Desktop Deployment Support, North American Server Maintenance, and Global Program Management Services. CompuCom delivers 24/7 service desk support from its Mexico City, Budapest and Kuala Lumpur delivery centers, and supports a total of 10 languages. Approximately 8,000 service desk calls are efficiently addressed and resolved each month.

The Results
In addition to providing exceptional service to this client, CompuCom continues to implement services that increase business processes’ effectiveness, improve collaboration and reduce overall IT support costs. The client has also experienced improved service levels and response times. For Level 1 service desk, CompuCom achieves a 70 percent raw resolution rate and 90 percent without incidents. Throughout the nearly 20-year partnership, this client has grown to recognize CompuCom as a trusted partner, and not just a service provider.

Client Name: 
Industrial Gases and Chemicals Leader
Services Provided: 
Measurable Results:
  • Improved service levels and response times
  • Improved collaboration
  • Enabled performance improvements and error reduction
  • Increased effectiveness of overall business processes
  • Reduced IT support costs
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