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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 acquisition 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.

Unisys 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-centred 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 scalability as the company continues to grow.”