Compucom provides end-to-end digital workplace services for large and mid-size businesses, supporting 9m devices and handling 8m service desk contacts annually. Key capabilities include managed services, IT support, technology sourcing solutions, projects, and professional services.

Recently, Compucom has enhanced these services by:

• Launching its Full Lifecycle Observability (FLO) Framework
• Offering FLO persona-based dashboards
• Utilizing CXO to drive experience
• Developing a GenAI digital assistant.

Launch of FLO Framework

Compucom has recently launched its Full Lifecycle Observability (FLO) Framework to help clients monitor and understand what is happening across their entire IT environment, aiming to provide deep visibility, insights, and rapid problem-solving. The FLO Framework utilizes an integrated technology stack, including platform and data integration, automated management platform, and AI services, including AIOps and GenAI.

External data sources used include SaaS data from, for example, Microsoft 365, Morpheus, SolarWinds, Teams, elastic, and Workday; private cloud data from jamf, ForgeRock, Qualys, and PingIdentity; data from Apple, Oracle, AWS, HP, Cisco, Azure; and manual data. Compucom then provides API integration into its FLO stack, including a visualization platform, AI engine, automation toolkit, and data hub.

FLO core platforms include ServiceNow (incorporating the ability to see real-time device activity and automate potential issues), Genesys CCaaS, Intune/SCCM (endpoint management), SysTrack (device health), AIOps (Moogsoft), BI tools (PowerBI, Qlik), APM and GenAI engines, DaaS, and field services manager.

Key features include automated anomaly detection, root cause analysis, predictive analytics, and UX insights. It also enables full-stack monitoring across an entire digital estate with API integration into existing tooling where required.

Key use cases include endpoint, capacity, and procurement right-sizing, together with automated operations, fault remediation, endpoint and infrastructure self-heal, service desk assist, and employee self-help.

A vision care health insurance company utilizing the FLO Framework achieved a 10% reduction in employees' time impacted by poor technology and a 20% reduction in workplace and software tickets through self-help and self-service capabilities.

Compucom identified outages at stores and distribution centers for a retailer, enabling it to detect and correlate events and device availability alerts. It utilized Moogsoft AIOps to enrich alert data, reducing incident volume by 86% over three months and 23% overall incident reduction. It leveraged telemetry, a global resource management organization, to understand which users were under-utilizing their devices, enabling the client to implement a performance-based refresh methodology. The client achieved $1k per device savings with annual savings of $200k.

Compucom claims typical outcomes include a 10% reduction in procurement costs and a 10% drop in technology impact on employees because of understanding the productivity levels of different users and whether they may be over or under-provisioned for their needs. In addition, the company estimates that it has achieved a 35% decrease in MTTR, 50% faster onboarding, and 90% accuracy in predicting business operations disruption.

FLO persona-based dashboards

Compucom provides a visualization platform with API integration into its FLO stack and offers persona-based dashboards. For example, a CIO may want to see an overall snapshot of the current environment and issues, or an application lead may want to view the infrastructure running the applications and ensure users can access these. Compucom can customize views based on user needs with AI-generated insights.

It also helps LOB leaders understand what is happening across the workplace, including infrastructure, network, cloud, EX, service desk, etc. This could include understanding how a Win11 migration is progressing, OS patch compliance, endpoint health, or level of endpoint security compliance.

From a security perspective across patching, it can see how many clients are compliant and non-compliant, with the ability to understand the non-compliance data and provide actionable insights.

Dashboard analysis across endpoint analysis draws on SysTrack data (device health), looking at right-sizing and where there may be an opportunity in an environment, for example, to understand the critically under-sized devices and how to resolve this. Another includes warranty versus battery, where the battery may be end-of-life but still has warranty and taking actions to enable clients to resolve this.

Utilizing CXO to support experience

Compucom provides insights, many AI-generated, looking at performance, health, capacity, asset intelligence, operations, trends, etc. These insights are also managed through its customer experience office (CXO) to understand the critical triggers for its clients. These could include compliance issues, cost savings, experience, security, reliability, or flexibility. Through its CXO, account teams, and clients, it looks to implement recommendations and improvements.

In support of EX, it provides a view of trends in relation to CSAT, for example, to help clients understand how and where to improve their experience. In support of its XMO, Compucom continues to expand its experience level indicators (XLIs) through its DEX platform to drive XLAs with clients.

Compucom also utilizes a dedicated FLO CoE along with its AI CoE, bringing dedicated resources together across IT, portfolio, solutions, marketing, sales, and operations to leverage insights that help impact how a client operates their environment or derive value for the business across the entire digital estate.

Development of GenAI digital assistant

Compucom has developed a GenAI digital assistant, which is being rolled out for clients via a Microsoft Teams interface, to drive self-serve capability further and enable rapid KB generation and automated problem resolution to improve experience. It ingests tickets, SysTrack, and SharePoint data and, for example, can ascertain why a system is running slow using real-time SysTrack data, enabling the end-user to automate the resolution. It can also help users access services across the enterprise, for example, by understanding their HR business partner or travel policy.  

Outlook

Compucom’s FLO Framework utilizes data intelligently to enable the efficient management of the IT environment, supporting all LOB heads with data-driven insights to drive business outcomes. We expect it to continue building FLO use cases and develop small language models to address specific industry and business requirements.

Compucom’s focus on DEX is key as clients increasingly focus on driving holistic experience across the workplace. We anticipate increased traction for its GenAI digital assistant as clients increasingly embrace GenAI to augment human agent capability. Also, we expect Compucom to increase its dedicated resources across its AI and FLO CoEs to underpin its services further and support clients utilizing the FLO Framework.