We partnered with Acosta, a full-service sales and marketing agency in the consumer packaged goods (CPG) industry, to revamp their workplace user experience through field service operations and expanding the automation platform. The solution is tailored for unique users, both in and out of the office, by embracing new automation and analytics tools. By combining our excellence in ITSM execution with our innovative approach, the solution benefits more than 25,000 employees, both in and out of the office, by embracing new automation and analytics tools.
In 2015, Acosta began searching for a trends technology partner to help them overcome the challenge of engaging their large number of remote workers. The company employs more than 25,000 people, with approximately 15,000 remote users using tablets in the field at client locations. Acosta wanted a partner to provide the right technology, as well as the support structure to accommodate service issues. Along with poor levels of service and a steep price, their previous partner did not offer the full 24/7 support Acosta needed.
“We leveraged our global delivery capabilities to design a collaborative solution that allowed the Acosta Service Desk Services to expand in order to meet the needed 24/7 coverage, up from basic business hours,” said Scott Kessler, vice president of workplace and enterprise services at Stefanini.
In 2018, we were awarded expanded services for Acosta, including remote support services, North America deskside services, software package management, and ServiceNow with our innovative TotalCare solution. Our partner approach to solution design and flexibility in delivering services has ultimately created a more uniform and predictable IT support experience for Acosta, resulting in higher customer satisfaction.
Planned Value Added Services
We have included all licensing for Sophie, our omni-channel virtual assistant. Sophie is helping to improve the customer experience for the Acosta team, automating numerous tasks and integrating with Acosta’s IT infrastructure. Sophie 3.0, the latest version of Sophie, brings new tools to update her knowledge to quickly integrate her with other systems, platforms and websites, taking about half the time of competitors and in most cases half the price.
She incorporates a wide knowledge base with the ability to learn and adapt, converting data into valuable solutions. Sophie operates with our d3 data analytics tool to create a better customer experience. Stefanini d³ is an innovative solution designed to power business productivity by delivering an excellent end-user experience. The tool collects and analyzes performance metrics on endpoint systems, providing support teams a view of performance issues to better diagnose problems. In many cases, it allows service teams to fix issues before they impact users with proactive monitoring and automation.
Acosta: Solutions for the Modern Workplace