Unisys Corporation has announced that its New Zealand and Australian subsidiaries have signed agreements with McDonald’s to provide end-user IT support services to McDonald’s restaurants across New Zealand, Australia and the South Pacific.
The five-year contracts have an estimated combined value of approximately NZ$38.8 million (US$30.5 million) and represent new business for Unisys.
Under the terms of the contracts, Unisys will provide service desk, on-site and remote support services to McDonald’s chain of more than 1,000 company-owned and franchised restaurants across New Zealand, Australia and the South Pacific region, including New Caledonia, Fiji, Tahiti, American Samoa and Samoa.
Unisys will provide its Smart On-Site Services for end-to-end support of technology used in the McDonald’s restaurants, including point of sale devices, back-office PC equipment, peripherals, wireless networks, customer order display units and cameras.
“The customer is at the heart of McDonald’s business, and reliable in-store technology is critical to providing a quality experience from the moment a customer places an order until the meal is delivered,” said Henry Shiner, McDonald’s CIO for the Australia, New Zealand and South Pacific region. “Our goal is to enable franchisees and restaurant managers to run their business so they can deliver the convenient, dependable and consistent service our customers expect whenever they walk into one of our restaurants.”
Providing 24/7 coverage, the central Unisys service desk will be located in Wellington, New Zealand, with business continuity failover based in Brisbane, Australia.
“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,” Mr Shiner said.
Unisys Smart On-Site Services are designed to provide consistent quality service for clients such as McDonald’s. Unisys tailors end-user IT support services to the specific client’s needs, using advanced automation and logistics tools so representatives can track service events more efficiently from start to finish. Predictive analysis enables Unisys to anticipate and resolve potential equipment problems before they lead to potentially costly downtime.
“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,” said 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.”