Business needWith laptops a key tool in the work

environment, Unilever Russia wanted

to ensure its staff gained the best

performance from their machines.

SolutionThe company held a series of Dell

Service Camps supported by a

dedicated Dell Technical Account

Manager (TAM) at its main sites in

Russia, giving personnel technical

assistance for their Dell Latitude

machines.

Benefits• Improved employee productivity

seen through helpdesk calls cut by

50 per cent

• Boosted staff satisfaction with

98 per cent of employees rating

camps highly

• Maximised IT efficiency with 97

per cent of issues fixed on initial

contact

• Implemented best practices

in device use for increased

performance

• Extended life of equipment as a

result of service camp operations

Solutions at a glance• Client Support• Client Solutions

Service camps for laptops boost IT and save timeUnilever Russia enhances IT operations and reduces time spent supporting laptop hardware by 50 per cent through a series of service camps across the country

Customer profile

Company Unilever Russia

Industry Manufacturing of

Consumer Goods

Country Russia

Employees 7,000

Website www.unilever.ru

“I’ve analysed the impact of the Dell Service Camp events and found that the number of requests concerning laptop-related issues were cut by around 50 per cent.” Alexey Belchenkov, Unilever Russia, Ukraine and Belarus user services lead

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“ Personnel were able to get the best out of their hardware and software during the course of the camps to make their work more productive and extend the working life of the Dell laptops.”

Alexey Belchenkov, Unilever Russia, Ukraine and Belarus user services lead

Unilever Russia wanted to ensure its staff gained the maximum from their Dell Latitude laptops. The company purchases Dell Latitude devices for its staff as part of a worldwide agreement with Dell, ordering multiple versions of the laptops such as Dell Latitude E6320, E6330, E6230, E7240, E7250 and E7450 models with Intel® Core™ processors, running Windows® 7. Key applications include the Microsoft® Office Suite, Skype and SAP® business software. According to Alexey Belchenkov, Unilever Russia, Ukraine and Belarus user services lead, the machines are “highly important” to operations. He says: “We have been very satisfied with our Dell Latitude devices for a long time. Performance is reliable, and we find them easy to maintain and support.”

A drive to boost productivity and reduce IT support time and outagesThe IT team at Unilever Russia constantly wants to improve the performance of its laptops. “Maintaining the machines has never been a problem, but we had to combine this activity with many other tasks,” says Belchenkov. “We needed to free more time for developing strategic IT projects.” Furthermore, the IT team was aware that many support issues could be avoided if the laptops were regularly inspected and employees given advice on best practices.

The service camp solutionDuring one of his regular meetings with Dell, Belchenkov requested Dell to help organise a number of Dell Service Camps to support the company’s laptop users. Employees would have the opportunity to meet Dell engineers

and Unilever IT specialists for technical assistance on-site. “We thought the Dell Service Camps were a great way to educate employees on the devices and resolve any issues before they affected machine and employee performance,” comments Belchenkov. “This was also an opportunity to share best practices and informally discuss IT related questions to increase user satisfaction.”

Preparation proves key to successUnilever Russia planned Dell Service Camps at its main offices and scheduled two events at each location over the course of a year. Prior to each event, Belchenkov sent emails to employees with a survey and invitation to the event. One of the objectives was to find out what problems staff were facing and to request spare parts in good time before the events. Comments Belchenkov: “We collected data on the issues that staff faced and developed solutions for each of them. We ensured availability of spare parts for the day of the event, having organised delivery in good time with the help of Dell.

Employees are using more mobile devices than ever

before as businesses take advantage of flexible working.

For companies today, the priority is to maximise the

performance of these solutions and to help staff to avoid

performance issues.

Products & Services

Services

Dell Service Camp

Hardware

Dell Latitude E6320/E6330/E6230/E7240/E7250/E7450 laptops with Intel® Core™ processors

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“Personnel were able to get the best out of their hardware and software during the camps to make their work more productive and extend the working life of the Dell laptops.”

Maximised staff productivity with 97 per cent of issues resolved immediately Having collected feedback at the end of each camp, the Unilever IT team in Russia found that all of the events were very successful. “We learned that 98 per cent of staff who took part in Dell Service Camps rated the events highly and that 97 per cent of laptop issues were resolved on the spot,” comments Belchenkov.

Improved IT performance lowers helpdesk support time by 50 per centThe camps have helped not only resolve accumulated problems fast, but also reduce helpdesk requests through best practices. “I’ve analysed the impact of the Dell Service Camp events and found that the number of requests concerning laptop-related issues were cut by around 50 per cent,” says Belchenkov.

Greater IT knowledge with IT questions answered on the spotIn the past, staff did not always contact IT administrators if they wanted to report minor issues or simply ask advice. The big advantage of these events was that personnel had the opportunity to ask their questions to the experts regarding the use of laptops and software. “Consultations on any kind of IT questions were provided,” says Belchenkov.

Optimising the value of client devices Unilever Russia has extended the value of its investment in Dell laptops as a result of the Dell Service Camp events. By proactively servicing the devices and having the support of a dedicated Dell Technical Account Manager (TAM), Unilever Russia has ensured a greater return on its IT investment. “We plan to repeat the Dell Service Camp exercises because they enable us to get more out of our laptops. They’re probably the most important devices that are used in the workplace, and now our staff use them more efficiently,” Belchenkov comments.

Dell, the Dell logo and Latitude are trademarks of Dell Inc. Intel, the Intel logo, Xeon, and Xeon Inside are trademarks or registered trademarks of Intel Corporation in the U.S. and/or other countries. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products.Dell disclaims any proprietary interest in the marks and names of others. Availability and terms of Dell Software, Solutions and Services vary by region. This case study is for informational purposes only. Dell makes no warranties — express or implied — in this case study. Reference Number: 10013401 © August 2016, Dell Inc. All Rights Reserved

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