Royal Mail selects Computacenter for digital transformation

The company continues to provide IT services to boost Royal Mail's multi-supplier model

The Royal Mail has chosen Computacenter to help transform its business, providing its customers with solutions that improve their experience with the company and boost response rates for customer service.

Computacenter was originally chosen as Royal Mail's helpdesk partner in July 2014 in order to deliver reliable and responsive services, with the service going live in April last year.

"Delivery companies are technology-led companies and IT transformation throughout Royal Mail Group is central to the company's parcels and letters business," said Catherine Doran, CIO at the Royal Mail Group. "We recognised that transitioning to new IT suppliers would help promote innovation and ensure best practice was embedded into our IT function."

Computacenter needed to create a solution that would help Royal Mail deal with 12,000 calls a month, both helping customers report incidents and fulfillment across 23,000 devices and applications. Computacenter was also given responsibility for build, asset and patch management, procuring and refreshing workplace devices, and delivering security services.

Advertisement
Advertisement - Article continues below

"We worked closely with Royal Mail Group and the other service providers in the IT ecosystem to ensure we went live as planned. Comprehensive service acceptance and assurance methodologies helped to ensure confidence at every key milestone," John Beard, major accounts team director from Computacenter said.

As a result of the shift to its Pass12T methodology, Computacenter says it will be able to fix more issues at the first line, rather than delaying resolutions.

Alison McLean, service director at the company, added: "We've put in place a number of service level agreements that are designed to continuously improve the user experience and minimise business impact. We're currently achieving an average speed to answer that is well above our target."

Featured Resources

The IT Pro guide to Windows 10 migration

Everything you need to know for a successful transition

Download now

Managing security risk and compliance in a challenging landscape

How key technology partners grow with your organisation

Download now

Software-defined storage for dummies

Control storage costs, eliminate storage bottlenecks and solve storage management challenges

Download now

6 best practices for escaping ransomware

A complete guide to tackling ransomware attacks

Download now
Advertisement

Recommended

Visit/government-it-strategy/28305/ir35-news
Policy & legislation

Businesses urged to continue IR35 preparations despite Conservative review pledge

3 Dec 2019
Visit/security/29204/how-can-you-protect-your-business-from-crypto-ransomware
Security

How can you protect your business from crypto-ransomware?

4 Nov 2019
Visit/wifi-hotspots/31488/how-to-boost-your-business-wi-fi
wifi & hotspots

How to boost your business Wi-Fi

22 Oct 2019
Visit/strategy/28223/cio-job-description-what-does-a-cio-do
Business strategy

CIO job description: What does a CIO do?

1 Oct 2019

Most Popular

Visit/cloud/microsoft-azure/354230/microsoft-not-amazon-is-going-to-win-the-cloud-wars
Microsoft Azure

Microsoft, not Amazon, is going to win the cloud wars

30 Nov 2019
Visit/mobile/mobile-phones/354273/pablo-escobars-brother-launches-budget-foldable-phone
Mobile Phones

Pablo Escobar's brother launches budget foldable phone

4 Dec 2019
Visit/network-internet/wifi-hotspots/354283/industrial-wi-fi-6-trial-reveals-blistering-speeds
wifi & hotspots

Industrial Wi-Fi 6 trial reveals blistering speeds

5 Dec 2019
Visit/hardware/354237/five-signs-that-its-time-to-retire-it-kit
Sponsored

Five signs that it’s time to retire IT kit

29 Nov 2019