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British American Tobacco upgrades to Windows 10 thanks to global service desk very easily

"Fujitsu’s existing service desk supported our upgrade from Windows 7 to Windows 10 with two members on site integrated with the BAT global team, giving our users a great upgrade experience."

John Hemming Global IT Manager, British American Tobacco

BAT engaged Fujitsu to support the migration to Windows 10 using its global service desk capabilities, a self-service portal and specialist Fujitsu staff.

The customer

British American Tobacco (BAT) is a leading tobacco group, with brands such as Dunhill and Lucky Strike sold in around 119 markets and over 200 brands in its portfolio, making its cigarettes the choice of one in eight of the world’s one billion adult smokers. It has leadership in more than 60 markets and sells around 700 billion cigarettes per year. Founded in 1902, at the end of 2012, the company was the sixth largest listed on the London Stock Exchange. It has 44 cigarette factories in 39 countries and employs more than 55,000 people worldwide.

The challenge

After a previous migration to Windows 7, BAT wanted to ensure its transition to Windows 10 made a step jump in cost-efficiency by empowering the user to self-upgrade, supported by an outstanding global service desk and self-serve portal.

The solution

The company leveraged its existing service desk contract with Fujitsu to ensure that any issues were quickly resolved via phone or a newly created self-service portal, enabling the smooth migration of 36,000 users in just four months.

The benefit

  • Project has cost a tenth of the previous migration, thanks to the introduction of self-service
  • On site Fujitsu engineers collaborate closely with BAT to quickly identify and resolve problems
  • BAT’s self-service portal is updated if it sees a pattern of similar problems on the service desk
  • Fujitsu Service Desk knowledge articles are updated in real-time by the on site team to provide the agents access to the latest information