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April 14, 2017 | Posted by Jill Randolph | 0 Comments


Service provides turn-key, on-demand technical support with advanced data analytics and mobility

CHARLOTTE, NC – MARCH 9, 2017 – CompuCom Systems, Inc. (“CompuCom®”) today launched SmartDesk SolutionTM, a complete turn-key technology support service providing mid-size companies of 250 to 3,000 users with enterprise-level technical support – without the enterprise-level price tag.

SmartDesk Solution leverages CompuCom’s 30 years of success in providing technical support to some of the most recognized global brands, and packages it into a service that provides mid-size businesses with end-to-end, standards-based technical support. The service includes 24x7x365 live support, a self-service portal and language support in English, Spanish and Canadian French.

SmartDesk Solution also provides advanced data analytics with client-facing dashboards and incident/problem management. According to Gartner1, 31 percent of mid-market CIOs state that one of their largest gaps is in information analytics/data science/business intelligence. SmartDesk Solution provides advanced data analytics to clients in near real-time.

Addressing the Changing Workforce Demographic With Mobile
As the user demographic shifts and the mobile workforce continues to expand, technically savvy employees demand faster and less intrusive ways to obtain technical support. SmartDesk Solution addresses this change by including a mobile application. Available for both iOS and Android, the mobile app puts the Service Desk in the palm of users’ hands with unlimited self-help via CompuCom’s evergreen knowledgebase, active directory password unlock/reset, ticket creation/status and 24x7 live chat with a certified support agent.

“Mid-sized businesses are typically left behind by enterprise service providers, and their tech support often suffers as a result,” said Ken Jackowitz, executive vice president of Service Experience Management at CompuCom. “SmartDesk Solution for the first time provides these organizations with a simple, affordable way to give employees 24x7 support, while driving continual service improvement through advanced analytics for the employers. Initial feedback has been extremely positive and we’re excited to bring the SmartDesk Solution offering to the growing number of mid-sized organizations that until now have been underserved.”

The solution is available now for all North American mid-sized businesses. For more information about how CompuCom can help manage an organization’s technical support, please visit: http://smartdesk.compucom.com.

1 Gartner, “The 2017 Midsize Enterprise CIO Agenda: Accelerate Digital Business Using Midmarket Strengths.” Colella, Heather; Schulte, Ansgar, December 2016 (see figure 6).

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About CompuCom
CompuCom Systems, Inc., a global company headquartered in North America, provides IT managed services, infrastructure solutions, consulting and products to Fortune 1000 companies committed to enhancing their end users’ experience. Founded in 1987, privately held CompuCom employs approximately 11,500 associates. For more information, visit www.compucom.com.


Jill Randolph

Jill Randolph

Jill Randolph is a Senior Product Marketing Manager for CompuCom’s Service Experience Management business.