CompuCom Picks Amdocs

Amdocs expands partnership with CompuCom Systems to help deliver support to its enterprise customer base

January 10, 2006

2 Min Read

ST. LOUIS -- Amdocs (NYSE: DOX), the leading provider of software and services to enable integrated customer management and the intentional customer experience™, today announced that CompuCom Systems, Inc. has selected Amdocs CRM to help deliver support to its enterprise customer base. CompuCom Systems is a leading Information Technology (IT) managed services provider that offers IT outsourcing, application development, systems integration, and consulting, as well as the procurement and management of hardware and software.

CompuCom provides outsourced 24-hour help desk support services to Fortune 1000 companies, as well as hardware and software repair services utilizing the company’s 3,100 field service technicians. To deliver an enhanced customer experience, the company chose to partner with Amdocs. Amdocs has pioneered Integrated Customer Management (ICM) - a strategy designed to help service providers worldwide deliver a better customer experience by placing the customer at the centre of everything a service provider does.

CompuCom is currently using several modules of the Amdocs CRM suite of products, including customer support, contract management and quality assurance, to manage the entire customer lifecycle from proactive remote device management through the delivery of onsite field services. Amdocs CRM consolidates all customer data onto a single, unified platform that can be integrated into existing back-office systems, allowing CompuCom to easily access customer information and increase response times to help desk requests.

One of the main reasons CompuCom chose to adopt Amdocs CRM is that it is ITIL-compliant. Information Technology Infrastructure Library (ITIL) represents a set of best practices around the support and delivery of IT services, including guidelines surrounding customer service and service management implementation, designed to align IT with business objectives. Amdocs CRM allows organizations to adopt ITIL guidelines and will enable CompuCom to manage the process of creating and delivering IT services and support from start to finish.

“Our core business is to provide comprehensive services to help companies manage their IT systems,” said Steve Birgfeld, Chief Information Officer at CompuCom Systems. “That is why it is critical to our success that we provide services that adhere to the industry’s best practices, such as ITIL. By implementing Amdocs CRM software, we can ensure ITIL compliance, which will help us to improve the reliability and security of the services we provide while delivering a superior customer experience.”

“In every service industry, those companies that can provide a better and intentional customer experience will begin to differentiate themselves from their competitors,” said Michael Matthews, Chief Marketing Officer at Amdocs. “CompuCom is a prime example of a company that understands that the customer experience needs to be intentional and needs to be managed.”

Amdocs Ltd. (NYSE: DOX)

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