CompuCom
Careers at CompuCom
Mission
CompuCom‘s mission is to elevate the technology experience through dynamic, proactive, and seamless support that energizes people’s business and personal lives.
History
In 1981 Michigan entrepreneur Stanley Sternberg founded CytoSystems, a firm centered on the automation of manufacturing operations in the auto and electronics industries. The company soon narrowed its focus to the development of automated inspection guidance systems for industrial robots. Reflecting this emphasis, it changed its name to Machine Vision International (MVI) in 1983.
Within a few years MVI became one of the leading machine vision operations in the U.S., with $9 million in annual sales. Taking advantage of this success, it went public in 1985. At this time Safeguard Scientifics began investing heavily in the firm. Unfortunately, technical problems and reduced orders from its biggest client, General Motors, led MVI to major losses.
In 1986 Safeguard provided funding for MVI to explore another line of business – microcomputers for corporate customers. With a $15 million investment, MVI acquired computer reseller TriStar Data Systems and computer retailer Office Automation. It then began selling microcomputers from the likes of IBM, Hewlett-Packard, and Compaq Computer Corporation. The gamble was a major success.
In 1987 MVI changed its name to CompuCom Systems to reflect its new direction. In 1988, it abandoned its machine vision business, and by 1990 it was Safeguard’s top operation. Over the next two decades it acquired numerous firms, diversifying to become a provider of IT products, managed services, and infrastructure solutions. In 2013 it was acquired by Thomas H. Lee Partners.
Benefits at CompuCom
Business model of CompuCom
Customer Segments
CompuCom has a mass market business model, with no significant differentiation between customer segments. The company targets its offerings at firms across industries needing IT products/services.
Value Proposition
CompuCom offers four primary value propositions: accessibility, innovation, performance, and brand/status.
The company creates accessibility by offering a wide variety of options. Over the past 30 years it has acquired several firms with different types of offerings, adding capabilities in everything from technology outsourcing and software application development to government services. This activity has enabled it to greatly expand its portfolio and appeal to a broader range of clients.
The company places a strong emphasis on innovation. It maintains the Innovation Delivery Framework, a program through which it works with clients to target their desired future state, identify necessary changes with a minimal impact on end users, and specify relevant IT solutions.
The company has demonstrated strong performance through tangible results. High-profile examples of positive outcomes for its clients include the following:
- FirstGroup America used CompuCom’s solutions to synchronize IT service delivery, resulting in unified IT services processes, increased uptime, and cost savings of almost $1 million per year
- University Health Network (UHN) used CompuCom’s solution to achieve a seamless transition to a new data center location, resulting in reduced costs and optimized end user productivity
- A leading pharmacy chain used CompuCom’s solutions to efficiently manage its network services, lower IT costs and faster cycle time for improvements at its 8,000 retail locations
- A global financial services firm used CompuCom’s solutions to implement new IT support strategies, resulting in the consistent exceeding of 95% service-level agreement requirements
- A personal lines property/casual insurance company used CompuCom’s solutions to innovate its remote technical support, significantly reducing the number of service technician dispatch calls
The company has established a strong brand due to its success. It manages and supports 4.4 million end users, representing 5.7 million devices, including 2.6 million desktops/laptops, 2.4 million network devices, and 355,000 mobile devices. It has 18 delivery centers that serve clients in 100+ countries. Its average client relationship is 14 years, and 75% of its IT service revenue comes from recurring annuity clients. It has many prominent customers, including eight of the top 10 retailers in North America, six of the top 10 financial services firms, and six of the top 10 Fortune 500 companies. Lastly, it has won many honors, including recognition as an industry “Leader” in the Gartner Magic Quadrant for End User Outsourcing for 12 consecutive years and as a “Top 10 Outsourcing Service Provider“ in the Sourcing category, Americas Region by Information Services Group (2015).
Channels
CompuCom’s main channel is its direct sales team. The company promotes its offering through its social media pages and participation in webinars and conferences.
Customer Relationships
CompuCom’s customer relationship is primarily of a self-service, automated nature.
Customers utilize its products and services while having limited interaction with employees. The company’s website features the “CompuCom ClientLink Portal“, which enables customers to buy hardware/solutions; access resources, tools, and analytics; and manage assets. The site also features an “Insights“ section that includes self-help resources such as white papers, blog posts, videos, and webcasts.
That said, there is a self-service component in the form of 24/7 phone and e-mail support (provided in 22 languages), as well as on-site support the firm can provide through its partnerships.
Key Activities
CompuCom’s business model entails designing and developing its IT products and services for clients.
Key Partners
CompuCom maintains deep relationships with key product manufacturers that it uses to help customers configure products to their specs, deploy the equipment, and manage it. The company is also part of the Global Workspace Alliance, a group of IT services organizations that leverage each others‘ networks to provide workspace solutions to their customers around the world.
The alliance has more than six million users and handles over 12 million incidents annually. Its members are as follows: Topnew Info, Centric, Eire, Getronics, InfoCare, NSC, AGCN, S&T, Tecnocom, and Spie.
Key Resources
CompuCom’s main resources are its human resources, who include the engineering employees that design and develop its products and services, the sales staff who sell them, and the customer service personnel who provide support.
Cost Structure
CompuCom has a cost-driven structure, aiming to minimize expenses through significant automation and low-price value propositions.
Its biggest cost driver is likely sales/marketing, a fixed cost. Other major drivers are in the areas of customer support/operations and administration, also fixed costs.
Revenue Streams
CompuCom has two revenue streams: the revenues it generates from sales of its products and services.
