The Driving Force Behind Consumer GoodsAcosta Sales and Marketing is the engine that drives greater sales and market share for consumer goods manufacturers and retailers around the world. The company is the sales and marketing powerhouse behind the most recognized brands in North America, serving as a key component between products and retail store.

Searching For Better Partner In 2015, Acosta began searching for a trends technology partner to help them overcome the challenge of engaging their large number of remote workers. The company employs more than 25,000 people, with 15,000 remote users using tablets in the field at client locations. Acosta wanted a partner to provide the right technology as well as the support structure to accommodate service issues. Along with poor levels of service and a steep price, their previous partner did not offer the full 24/7 support Acosta needed.

Co-creating Custom SolutionsAcosta found a true partner in Stefanini to develop a solution that fit the needs of all of its unique users. Stefanini leveraged its Global Delivery capabilities to design a collaborative solution that allowed the Acosta Service Desk Services to expand to meet the needed 24x7 coverage, up from basic hours. In only 90 days, Stefanini transitioned services and reached established SLAs. Due to the quality of service, the two expanded the partnership in 2018 to include deskside support.

“Stefanini is going above and beyond and saying we just want to be able to provide any kind of technical support we can. That’s what partnership is all about.”

Brice Garcia, Sr. Vice President of IT Infrastructure

Innovating for a Better FutureStefanini deployed Sophie to improve the customer experience for the Acosta team. Sophie is Stefanini’s premiere AI and cognitive platform, automating numerous tasks and integrating with Acosta’s IT infrastructure. She incorporates a wide knowledge base with the ability to learn and adapt, converting data into valuable solutions.

Sophie operates with Stefanini’s d3 data analytics tool, to create a better customer experience. d3 collects and analyzes performance metrics on end point systems, providing support teams a view of performance issues to better diagnose problems. It many cases, it allows service teams to fix issues before they impact users with proactive monitoring and automation.

Embracing Digital TransformationAcosta and Stefanini are looking to the future and where the partnership can make an impact on business objectives. “When you look at Stefanini solutions, they are clearly things we’re looking to do to be proactive,” says Garcia, “But I think there is a next step beyond that, with some of the assisted shelf-facing tools for field workers and ask how we might leverage some of the Sophie technology and in order to interact with the associates in the store.”

ACOSTA: Solutions for the Modern Workplace Improved service to match the needs of unique users, both in and out of the office, by embracing new automation and analytics tools.

FACTS AND FIGURESSolution: Workplace/End-User ComputingAcosta.com

Desktop, Laptop, Tablets

15,000

Avg Ticket Count

+25,000 Employees

60%REMOTEUSERS

The Driving Force Behind Consumer GoodsAcosta Sales and Marketing is the engine that drives greater sales and market share for consumer goods manufacturers and retailers around the world. The company is the sales and marketing powerhouse behind the most recognized brands in North America, serving as a key component between products and retail store.

Searching For Better Partner In 2015, Acosta began searching for a trends technology partner to help them overcome the challenge of engaging their large number of remote workers. The company employs more than 25,000 people, with 15,000 remote users using tablets in the field at client locations. Acosta wanted a partner to provide the right technology as well as the support structure to accommodate service issues. Along with poor levels of service and a steep price, their previous partner did not offer the full 24/7 support Acosta needed.

Co-creating Custom SolutionsAcosta found a true partner in Stefanini to develop a solution that fit the needs of all of its unique users. Stefanini leveraged its Global Delivery capabilities to design a collaborative solution that allowed the Acosta Service Desk Services to expand to meet the needed 24x7 coverage, up from basic hours. In only 90 days, Stefanini transitioned services and reached established SLAs. Due to the quality of service, the two expanded the partnership in 2018 to include deskside support.

Innovating for a Better FutureStefanini deployed Sophie to improve the customer experience for the Acosta team. Sophie is Stefanini’s premiere AI and cognitive platform, automating numerous tasks and integrating with Acosta’s IT infrastructure. She incorporates a wide knowledge base with the ability to learn and adapt, converting data into valuable solutions.

Sophie operates with Stefanini’s d3 data analytics tool, to create a better customer experience. d3 collects and analyzes performance metrics on end point systems, providing support teams a view of performance issues to better diagnose problems. It many cases, it allows service teams to fix issues before they impact users with proactive monitoring and automation.

Embracing Digital TransformationAcosta and Stefanini are looking to the future and where the partnership can make an impact on business objectives. “When you look at Stefanini solutions, they are clearly things we’re looking to do to be proactive,” says Garcia, “But I think there is a next step beyond that, with some of the assisted shelf-facing tools for field workers and ask how we might leverage some of the Sophie technology and in order to interact with the associates in the store.”

Stefanini’s Director of R&D Fabio Caversan added, “We’re excited for what we can do with Acosta in the future, including incorporating all the benefits of the latest version of Sophie into their business solutions, providing the technology to make better decisions in the stores for their customers.”

“You end up wowing your customers when you reach out to them and say, ‘Hey I noticed your battery is about to die so let’s get that replaced before it causes you a problem.’”

Brice Garcia, Sr. Vice President of IT Infrastructure

HeadquartersNorth America - Southfield, MI, USAT 800-522-4451 | 248-357-2866Global - Sao Paulo, BrazilT +55 11 3039-2000EMEA - Brussels, BelgiumT +32 2 620 20 20