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Caltex increases services level through Fujitsu Service Connect

Caltex increases services level through Fujitsu Service Connect

"We’re getting it onto our mobile devices, automating software deployment and pushing all the functionality that we can. We consider ourselves to be early adopters of Fujitsu Service Connect and we’re proud to be at the forefront of this revolution in service provision"

Mark Baulman, IT Service Delivery Manager, Caltex

The customer

Caltex is Australia’s leading transport fuel supplier and convenience retailer as well as the only integrated oil refining and marketing company listed on the Australian Securities Exchange. It strives to incorporate operational excellence throughout its supply, refining, logistics and marketing while maintaining clean, safe and reliable operations that benefit employees, contractors, franchisees, resellers and stakeholders alike. With roots stretching back to 1900 and over 3,000 users across Australia, it is the largest refiner-marketer in the country.

The challenge

Caltex’s in-house service request system and the traditional channels with the Fujitsu Service Desk were inefficient and unable to adequately cope with the thousands of service requests and incidents it received every month. IT wanted to find a more effective way to handle these demands.

The solution

As a long-term Fujitsu customer, Caltex turned to Fujitsu Service Connect, which gives users the ability to manage IT solutions, incident resolution and overall IT service through a reliable, central portal.

The benefit

Automated software deployment takes hours rather than days, boosting user productivity and reducing the burden on IT staff.
Richer information allows for smarter decision-making, bringing down the number of incidents from 2,500 to 1,600 per month.
The company has a better view and approval upfront of costs associated with IT services, enabling them to make better decisions in controlling their costs.