Merck KGaA Selects Unisys to Deliver Global End-User IT Services to Support its Growth Strategy
Service desk, on-site and self-service solutions will support 48,000 Merck employees in 90 countries worldwide
WELLLINGTON, 27 April 2016 – Unisys Corporation (NYSE: UIS) today announced that its subsidiary in Germany has won a new five-year contract to provide Merck KGaA with end-user IT services for its 48,000 employees worldwide.
New Zealand is one of the 90 countries covered by this deal, 14 of which are in Asia Pacific.
Under the new contract, Unisys will provide the global pharmaceutical, chemical and life sciences company with global
service desk, unified end-point management and on-site services.
Merck has made acquisitions and divestitures totalling €38 billion (US$42 billion) in the past decade, including its
latest aquisition of Sigma-Aldrich in November 2015. In order to continue on this growth trajectory the company needs to
provide the scalability and flexibility in end-user IT services required to keep employees as productive as possible.
Unisys will provide Merck with a global service desk spanning 90 countries, with Unisys professionals managing all
service requests and incidents in 11 languages. Unisys will also deliver global field services across all 90 countries
to handle requests that cannot be resolved remotely, assist technology rollouts and provide additional service lines and
support to company leadership and senior executives.
The solution for Merck follows Unisys’ People Computing approach, which is a user-friendly approach that provides a
client’s employees with the tools they need to be successful in their jobs. As part of this approach Unisys will deliver
personalised end-user services tailored to each Merck employee’s ”persona,” a profile tied to the individual’s specific
role within the organisation. Structuring the service model in this way gives each employee the specific support they
need to improve availability of the technology they rely on daily and enjoy the most consistent, satisfactory end-user
experience possible.
Unisy also plans to provide walk-in kiosks to amplify the cost savings and operational efficiencies that its unified
end-point management is designed to deliver. Based on a self-help approach, the kiosks are intended to enable Merck
users to receive software help, swap hardware, request education and training, and test new devices without making an
appointment.
“With its strong knowledge of the pharmaceutical industry, its wealth of experience in delivering global transformation
projects and its service delivery capabilities, Unisys is an obvious partner for us,” said Dr. David Revish, Global Head
of Vendor Management, End-User Services and Service Integration at Merck KGaA. “Unisys’ approach will allow us to
significantly reduce the number of service providers and gain a much better overview of our end-user IT infrastructure,
services and performance. Ultimately Unisys will support us in becoming a more efficient, productive, end-user-centered
service organisation.”
Rudolf Kühn, Director Strategic Sales Support EMEA, Unisys, said, “We deliver end-user services for some of the world’s
biggest pharmaceutical and chemical companies, so we understand their needs. We’re confident that our People Computing
approach can bring immediate value to Merck by giving its employees more choice and more power over the information and
support they need. We’re excited to help simplify Merck’s IT operations, reduce service costs and deliver greater
flexibility and scalibility as the company continues to grow.”
For more information on Unisys’ People Computing approach and to benchmark your organisation’s productivity against your
peers, vist our website for more information on the Unisys People Computing Productivity Index.
ENDS