Case Studies

Unicenter Service Desk at Fujitsu for the Royal Mail Group Account

Fujitsu is a leading provider of customer-focused IT and communications solutions for the global marketplace. Its pace-setting device technologies, highly reliable computing and communications products and services uniquely position Fujitsu to deliver comprehensive solutions that open up significant possibilities for its customers' success.

Fujitsu’s main objective was to migrate the Royal Mail Group Account from PowerHelp Desk to Unicenter Service Desk and to provide a more flexible solution to its 14,000 branches in the UK. As data was of prime importance, it was necessary to ensure there was no data loss during migration.

Rolta customized and implemented a Unicenter Service Desk solution. To provide enhanced capabilities to meet the requirements of the client, the scope included modifying the data model to accommodate additional elements and data-relationships; writing PDM scripts to load data for its branches, locations and users; creating new forms for its reference data; writing Java scripts to integrate category-related information on calls; and SPEL programming to implement additional functionality for handling calls and SLA.

The major benefits of this solution were the smooth and efficient migration of data with greater functionality compared to the earlier solution, as well as trouble ticket handling process.