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Saint-Gobain Selects Fujitsu For Help Desk and Assessment Management Services

"We’ve reduced our support costs; we’re keeping a tight lid on inventory and resolving incidents more quickly, and with Fujitsu we have a virtual organization that can expand and contract ensuring rapid onsite support. This makes my life easier and allows me to focus on more strategic objectives"

Tim Guyer, CIO, Saint-Gobain North America

The customer

Saint-Gobain is the world leader in the habitat and construction markets. It designs, manufactures and distributes building materials, providing innovative solutions to meet the growing demand for energy efficiency and for environmental protection. The company’s solutions span from self-cleaning windows and photovoltaic glass to smart insulation systems, water supply systems, solar solutions and building materials distribution. It employs nearly 190,000 people in 64 countries and in 2013 had sales of $55.8 billion.

The challenge

Saint-Gobain North America wanted to provide a consistent level of service to its internal businesses utilizing its existing internal staff while adding a trusted third party.

The solution

After a comprehensive US evaluation, three vendors were shortlisted as potential partners. The company’s corporate IT staff selected Fujitsu to provide help desk, asset management and on-site support services.

The benefit

  • Outsourcing the services to Fujitsu has enabled its internal resources to focus on more strategic projects, reduce its backlog and cancel a previous help desk contract, while generating cost savings
  • All of its businesses now have a formal service desk staffed 24 hours a day, seven days a week. Calls to the service desk are answered within 11 seconds and more than 50 percent of incidents are resolved remotely, making users more productive
  • New hardware orders are fulfilled in days rather than weeks and the inventory is now transparent
  • Over 19,000 users in 275 locations now rely on Fujitsu for support and their current satisfaction rating stands at 94 percent

Products and services

  • Service Desk
  • Field Engineering Proximity Services / Desktop Support throughout US & Canada
  • Asset & Inventory Management

Télécharger

Download the full Saint Gobain case study (282 KB/A4, 2 pages)