CompuCom Computer "Birth Certificate" Program Fosters Cradle to Grave Asset Management; New Service Improves Quality Control and Support Functions

Business Wire, Oct 3, 1997

DALLAS--(BUSINESS WIRE)--Oct. 2, 1997--CompuCom Systems, Inc. (Nasdaq:CMPC), a leading network integrator, has announced the introduction of a "birth certificate" program for desktops and servers as a part of the company's suite of Asset Management services.

The program enhances IT asset management initiatives, quality control processes and delivery of support services by providing a complete, searchable database of each client's asset information.

The process begins at CompuCom's two ISO 9002-certified Advanced Configuration Centers in Paulsboro, N.J. and Stockton, Calif. CompuCom currently configures 90% of the distributed desktop products it sells.

When components are configured, an electronic signature is made to record the make, model, serial number and configuration information for each unit. This birth certificate data is stored in an asset repository database that was developed in collaboration with Asset Software International (ASI). The system-specific information is gathered according to Desktop Management Interface (DMI) specifications developed by the Desktop Management Task Force (DMTF) to ensure the quality and validity of the data. Using ASI's AssetPRO asset management tool to facilitate the collection, data repository and reporting functions, CompuCom can offer improved quality control and tracking processes to customers.

"This data provides a very powerful tool for us," said Al Cipollone, director of asset management for CompuCom. "The electronic birth certificate process replaces the paper trail we currently use. Having easy access to asset information improves our ability to respond to configuration accuracy questions and resolve quality issues quickly. From our data warehouse, we have always been able to tell a customer specifically what components were purchased and where each was shipped. Now we can also tell them exactly how those components were configured."

CompuCom customers who purchase configuration services will be provided with birth certificate information for new distributed desktop products purchased from the company. Once assets are installed, customers will have the option of engaging CompuCom to update their asset database with information such as software upgrades, maintenance and repair logs.

Birth certificate data can also be made available to the customer through data feeds to the customer's asset management database. Providing an asset record before each unit arrives lets customers reconcile exact configuration specifications to actual shipments.

The asset information will also be utilized during CompuCom's customer support operations. Birth certificate information will be fed to CompuCom's Remote Help Desk call tracking system. Access to reliable asset information during the diagnostic process will allow CompuCom help desk associates to make more-informed decisions about corrective action. In the event a help desk associate determines a need for hardware repair or maintenance, the associate can transfer the call to the field service organization along with all asset information concerning the affected equipment. This improves CompuCom's ability to go to the customer site with the correct part the first time, thereby lowering the total cost of ownership and improving service efficiency to the customer.

CompuCom will continue to improve customer service by using the data as a basis for proactive technology assessments and recommendations concerning the customer's computing environment.

According to Cipollone, "We will be able to more accurately ascertain what customers have, what is needed for upcoming data migrations and make recommendations on ways to better handle the life cycle of their systems. It's a planning tool to help customers make important decisions that can significantly affect their total cost of ownership." -0-

CompuCom Systems, Inc., headquartered in Dallas, Texas, is a leading provider of network integration services for large corporate customers nationwide. CompuCom's services include: LAN/WAN projects, consulting and asset management; network management, help desk and field engineering; procurement, configuration, distribution and software management. CompuCom is accessible via the Internet at http://www.compucom.com .

CONTACT: CompuCom Systems, Inc., Dallas

Carrie Hunnicutt, 214/265-5365

chunnicu@compucom.com