Fujitsu has provided a Service Desk to support Post Office®'s IT systems since 1996. In 2006 it was awarded a ten year contract, worth over £300 million, to support its EPOS systems, peripherals and associated infrastructure, including any software issues. The Service Desk operates from one central site with nearly 100 staff and provides a single point of contact for all Postmasters.
Despite successfully handling more than 22,000 calls a month, over 60% of which are resolved at the first point of contact, Fujitsu is constantly striving to improve its efficiency and effectiveness and realise cost savings for Post Office®.
Ric Francis, Operations Director, Post Office®, comments, “Mindsets have had to change to look more long-term and to think more about innovation and delivering a seamless customer experience. In the future we need to be a place where customers want to come in and perform their transactions.”