NelsonHall recently attended Compucom's Analyst and Advisor Event 2025 in Philadelphia. Kevin Shank, CEO, kicked off the event with an update on Compucom's key activities to date and investments in its people, end-to-end lifecycle services, and AI-driven innovation, including its Full Lifecycle Observability (FLO) Framework.

Shank reiterated Compucom's approach to co-collaboration with clients and driving a transformation-led cost optimization program. It seeks to understand client goals and objectives, helping them leverage existing investments and Compucom's end-to capabilities and broader partner ecosystem. This approach resonates with clients. Here, the company has an average tenure of 15 years. This tenure is also reflected internally across its field services (~15 years) and wider executive leadership, reflecting the company culture.

Compucom provides end-to-end managed services and IT support, technology sourcing solutions, projects, professional services, and staffing, all underpinned by its FLO AI framework. It manages 9m devices and handles 8m service desk contacts annually.

Compucom's key areas of focus include:

• Technology sourcing solutions, managed services, and IT support
• Full Lifecycle Observability (FLO) approach
• Enabling collaborative-led transformational client engagements. 

Aligning technology sourcing with lifecycle services

Compucom has an expansive Advanced Configuration Center in Paulsboro, NJ, with a similar facility in Markham, Canada. It enables technology sourcing of all device types (through 1.5k OEMs, distributors, and partners). It provides end-to-end device lifecycle services, including procurement, configuration, warehousing, fulfillment, hardware management, and retirement. The facility also has an impressive 99.91% accuracy rate across inventory management.

The value added from Compucom is the further provision of a full suite of managed services to help clients manage their technology, users, and environment. These encompass device lifecycle services, service desk support, field support, endpoint management, and managed infrastructure and cloud services. Compucom utilizes its FLO framework to identify best-fit technologies and enable clients to improve procurement, reduce cost, and drive greater operational efficiencies. It also provides technology sourcing as a service, including FLO dashboards for sourcing intelligence, AI-assisted price management, and flexible financing options.

FLO enables AI-led insights across the enterprise

Compucom provided an update on its FLO Framework to enable enterprises to manage and optimize their IT ecosystems with AI-powered insights. Read our recent blog on FLO.

Through FLO's transformation playbook, Compucom deploys maturity trackers to enable clients to achieve their desired business outcomes. It assesses automation maturity levels on a scale of 0 (no capability) to 5 (optimized) and agrees on a current maturity score and goals to achieve the client's desired business outcomes. Compucom's implementation of its racetrack approach supports this by prioritizing the client dashboards and data sets, assessing maturity, consuming data, analyzing data, and approving maturity goals and actions. It also provides a maturity score comparison against industry peers across service and sub-service lines, which will resonate with clients as they seek to improve overall business outcomes.

Compucom has developed use cases across FLO, including procurement, endpoint and capacity right-sizing, endpoint capacity, automated operations, endpoint and infrastructure self-heal, fault remediation, and employee self-help. Compucom has several clients using the FLO Framework and plans to retrofit existing clients and provide for all new name logos. The FLO security architecture provides dashboard access and data segmentation based on role-based security groups and row-level security. All Compucom systems logically separate client data via a Client Unique Key.

Through FLO, Compucom claims to have achieved for clients: a 58% reduction in contacts through DEX-driven self-service; 51% deflection (since Aug 2024) through AI chat and search; 99% accuracy between CMDB and LCAM; a 50% reduction in poor health devices from SysTrack; 95% patching compliance; and a 30% increase in non-voice channels.

Compucom also provides persona-based dashboards across FLO, which will resonate with clients as more roles have a vested interest in the performance and experience across the wider IT ecosystem. For example, the CIO will want to have a snapshot of the overall landscape and any issues, whilst the application lead will want to view infrastructure to ensure users can access correctly, and an infrastructure lead may want to see how a Win11 migration is progressing. A security lead may wish to see the level of endpoint security compliance or, through patching, which clients are compliant and non-compliant and provide actionable insights. Compucom can customize views based on user needs with AI-generated insights. It also has a dedicated FLO CoE, bringing dedicated resources together across IT, portfolio, solutions, sales, and operations to leverage insights to help improve a client environment and drive their desired business outcomes.

Compucom continues to expand its AI capabilities across its partner ecosystem, providing optimal use of AI across all services and delivery, including AIOps (OpsRamp), experience (Lakeside), data (Snowflake), GenAI (Azure AI, AWS Bedrock, LangChain, and OpenAI), Copilot (Microsoft), AI integration (Mulesoft), AI Platform (Claude), ITSM (ServiceNow), and contact center (Genesys).

Compucom is internally utilizing Copilot in M365 and Power BI in technology sourcing to respond to RFPs and RFIs. It also utilizes a GenAI digital assistant via a Microsoft Teams interface for all employees for IT support, onboarding, requesting software, application and security access, etc. This is expediting self-serve capability and automated problem resolution. For example, it can extract real-time data from SysTrack for end users to understand why a device may be running slow and provide an auto-resolution to the end user. If required, the GenAI agent will pass the user to a live agent with all chat details transferred. It is rolling this out to several clients and investing in future agentic AI capabilities.

Transformational client engagements and reskilling investments

In support of Compucom's consulting-led approach to collaborative client engagements, co-innovation, and cost-led transformation, it unveiled its GEORDI AI innovation CoE. The center will bring together Compucom resources and clients to engage in design-thinking, consulting-led workshops for use case creation, and utilization of its FLO Framework to identify AI-based insights and recommendations. Compucom is further investing in upskilling its resources across AI, automation, analytics, hyperscaler, and partner certifications. It continues to invest in its Customer Advisory & Success Team (CAST) approach. CAST comprises a program director, sales, solution, and delivery for each account to drive client-centricity and co-innovation.   

Outlook

Compucom's FLO Framework will resonate with clients as they seek to drive insights from a plethora of data across the enterprise whilst utilizing DEX to support holistic experience across the workplace. It utilizes AIOps for proactive issue detection, resolution, monitoring, and observability, which support clients’ requirements for greater predictability in the broader IT ecosystem. Compucom's FLO CoE also enables an SRE-driven approach acting upon real-time data insights across the ecosystem, including by persona.

Compucom's GEORDI center enables clients to co-collaborate in an immersive environment and develop transformation roadmaps and use cases supported by its FLO Framework. The ability to drive further personalization (and relevant dashboards) across FLO will resonate as clients increasingly look to drive their business outcomes.   

We expect Compucom to increase its use cases in support of FLO and across GenAI, including a focus on small LMs to meet client business and industry-specific requirements. In addition, we expect it to expedite its digital reskilling program to expand skillsets, particularly across automation, AI, and analytics across the company, as well as in hyperscaler and partner certifications.