Wellington will house the central service desk for a five-year support contract valued at more than $30 million won by Unisys for McDonald’s fast-food outlets across the Pacific. The contract covers more than 1,000 company-owned and franchised restaurants across Australia, New Zealand and the South Pacific region, including New Caledonia, Fiji, Tahiti and Western and American Samoa.
Unisys will provide its Smart On-Site Services for end-to-end support of technology used at the McDonald’s sites including point of sale devices, back-office PC equipment, peripherals, wireless networks, customer order display units and cameras. Servers are not included.
Unisys tailors its end-user IT support services to the specific client’s needs, using automation and logistics tools so representatives can track service events more efficiently from start to finish, the company says. Predictive analysis aims at anticipating and resolving potential equipment problems before they lead to potentially costly downtime.
“We chose Unisys because we need a partner who can leverage a delivery capability to provide field service support across a widespread geographic region, with the systems and rigorous processes to enable consistent, visible performance against agreed and flexible service levels,” Henry Shiner, McDonald’s CIO for the Australia, New Zealand and South Pacific region says.
Operations centred on the Wellington service desk, with business continuity fallback to Brisbane, will provide support 24 hours a day, seven days a week.
With Smart On-Site Services, “a single ticketing system, database, and set of ITIL-compliant processes tracks and enforces all service level agreements (SLAs) and ensures that the right resources are connected to the right asset or incident,” says Unisys service documentation.
Reliable service “drives design efficiencies, promotes reusability, improves performance, and enables expanded capabilities” for the customer, it adds.
“McDonald’s restaurants rely on IT in their business, and we understand how important it is for restaurant managers to access support regardless of location and easily track the status of service calls,” says Andrew Barkla, Vice President and General Manager, Unisys Asia Pacific and Japan. “We look forward to providing end-user IT support services that help McDonald’s owners and managers run their restaurants more efficiently and give patrons a superior customer experience.”
Transition to the new support system will take place between February and March next year.