Key Ingredients of Successful Partnerships – Part I

Executive Insights3 minutes readNov 17th, 2015

Part I

What does it take to make a successful business partnership? Cooperation, collaboration, a mutual respect are all things that come to mind. Partnerships are not new, some thrive and some fail. Partnerships come in many forms, joining individuals or companies together to provide services or products from one to another or together to offer to others. But what are those key ingredients that bring people together to embark on a business relationship and make it prosperous for both parties?

Recently, Unisys hosted events in London and Dallas for industry analysts and advisors to share our company’s direction and strategy as we move into 2016. In addition, we invited several clients to share their companies’ experiences in partnering with Unisys.  This blog series highlights their stories.

Flowserve is a leading manufacturer and aftermarket service provider of comprehensive flow control systems with a worldwide presence in more than 50 countries. Flowserve wanted to turn their tactical help desk processes into value-added service offerings in addition to sustaining a support model for the future business landscape with appropriate cost. Flowserve has looked to Unisys since 2006 to support their IT End User Services landscape including Service Desk, Deskside and Distributed Server Management supporting 16,500 PC users across 274 sites and 8 languages. “Unisys has worked with us to drive appropriate services levels through effective issue resolution,” remarks Tim Hostman, VP IT Operations and End User Services, Flowserve. Metrics are driven through the Resolver Teams who use the Continuous Improvement Process to drive productivity eliminating reasons for repetitive calls and faster resolution times. “One of the key metrics for us is what our employees say.  Our End User Satisfaction ratings average 4.4 out of 5 stars,” cites Hostman. The key ingredient to the partnership is providing proactive services versus reactive services.  The teams continue to focus on issue elimination and optimizing the end user experience to increase productivity and satisfaction as new technology is adopted and environments change.

Empresas Públicas de Medellín (EPM) is a Colombian state-owned multi-Latin economic group that provides electricity, water, sewage, natural gas and solid waste management serving over 20 million people throughout Panamá, Guatemala, El Salvador, Mexico and Chile.  EPM was seeing suspicious data communications traffic events every month and needed to decrease the risk of losing confidentiality, integrity and availability of the information flowing through its IT Infrastructure. “We had to boost our security to keep unauthorized people from accessing sensitive information of the thousands of operations that run every day across our IT infrastructure. We selected Unisys who helped us better understand our security risks and proposed a solution to prioritize our critical devices,” explained Antonio Pérez, Director, IT Infrastructure Services, EPM.  Unisys now operates EPM’s firewalls and IPS, security event identification for 80 devices that support the most critical IT services, log event storage and vulnerability management. “We have benefited from Unisys’ security expertise that has helped us to reduce security events from our main systems by detecting and remediating the attempts to exploit vulnerabilities,” adds Pérez. The key ingredients to the partnership were Unisys’ ability to bring their expertise to EPM, uncovering and prioritizing key security exposure areas beyond those initially identified to reduce our security risks.

The client stories highlighted show the value of leveraging the added capabilities and knowledge that a partner can provide. With today’s fast changing technology, companies are challenged to stay current and see the increasing benefits of developing key partnerships to help fill the gap.  Stay tuned for Part II of this partnership topic series.

Tags-   Customer Engagement Customer loyalty Customer Satisfaction partnership