Computacenter Increases Customer Proximity With Launch Of New China Service Center

Follows successful launches of 29 other service desks worldwide

London - 29 November, 2016: Computacenter, Europe’s preferred IT provider to enable users and their businesses, today announced the launch of a new International Service Centre based in the port city of Dalian in China’s north-eastern Liaoning Province.

The launch is part of Computacenter’s global right-shoring strategy and customer-centric DNA, launching Service Centres where customers most need them.

Mark Peter, Head of International Operations, Computacenter said: “This launch marks a new milestone for Computacenter and continues our ongoing roll-out of Service Centres and processes that not only improve our proximity to our customers, but also reduce cost, and increase efficiency. Our aim is to build and expand where our customers need us most.”

The customer-specific desk has been set up for a global healthcare leader in partnership with Beijing-based Gamutsoft Corporation - one of China's leading IT outsourcing service providers – leveraging Computacenter’s standard infrastructure and Shared Services Model. Support will be provided in native Mandarin, and adds to Computacenter’s existing support in the region, which includes a Shanghai-based Service Manager, and the International Service Centre in Kuala Lumpur (which remains the primary Service Centre for the APAC region).

Paul Anderson, Global Service Desk Director, Computacenter added: “The service desk will meet the demands of our global pharmaceutical customer and their 8,000 users in China. In the first day of service, we took over 750 calls with a total team of 40 service desk agents.”

Anderson explains “the new service desk uses Computacenter systems and processes and is measured by our KPIs and management operating system. This investment, combined with our self-service and knowledge management tools, ensures we can deliver highly scalable and highest quality services that flex to match peaks in demand.”

This latest service desk adds further capacity to Computacenter’s responsive IT support infrastructure which currently handles 750,000 incidents and requests each month, and 12.1 million emails and calls per year.

Computacenter global service centres deliver end-to-end user support to over 4.18 million users worldwide, helping organisations balance quality, cost and proximity. By providing seamless services from onshore, offshore and nearshore locations, Computacenter help customers maximise quality and minimise risk.