How Computacenter reduces service scoping time by up to 75%

Computacenter USA, Inc. is part of a global corporate entity headquartered in the UK, with 20,000 employees worldwide. As an IT Technology and Services provider with US headquarters in Westwood, MA, Computacenter has grown organically over the last 6 years through multiple acquisitions.

The Challenge

With a team of over 350 staff, North American Professional Services (NA PS) delivers over $150M in technical services aligned with Technology Product Sales, and intends to extend its catalog with more transformational service offerings in coming years.

Computacenter experienced several challenges in their services costing and proposal development process:

• Manual processes: Too many manual touchpoints slowing down workflows
• Lengthy turnaround times: 10+ business days from opportunity identification to proposal delivery
• Inconsistent documentation: Poor solution outlines and customer data collection
• Limited audit capabilities: Difficulty tracking and validating costing inputs
• Inadequate reporting: Basic analytics without detailed costing insights
• Workflow disconnects: Poor translation between service activities, SOWs, and project plans
• Limited reusability: Lack of standardized, templatized service models

Solution

Computacenter’s Transformation team partnered with ScopeStack to implement a comprehensive CPQ platform as part of an integrated overhaul of their Services costing and Contract development lifecycle.

THE IMPLEMENTATION PROCESS INCLUDED:
1. Thorough internal assessment of costing and contract development maturity
2. Development of detailed functional requirements
3. Platform selection and resource allocation
4. Pilot phase with limited blueprints to validate process improvements
5. Data model development and internal taxonomy alignment
6. Practice leader engagement in methodology development
7. Collaborative blueprint creation across service lines
8. Standardization of legacy processes
9. Extensive testing and validation
10. Launch preparation with 25 Service Category Blueprints and 20+ Discovery Surveys

“The Computacenter team has actively partnered with ScopeStack leadership and shared ideas, suggestions and technical solutions to develop the product and solve real business issues.”

The Results

Since implementing ScopeStack, Computacenter has achieved remarkable improvements:

75% Faster Turnaround
From 8 days to less than 2 days for customer contract development

Enhanced Document Quality
• Consistent language and terminology
• Proper alignment of terms and conditions
• Improved exception handling

Data-Driven Insights
Real-time feedback on service offerings with granular analytics

Streamlined Customer Experience
Optimized buying approaches with standardized engagements

Organizational Alignment
Built shared understanding of service structure and taxonomy across 300+ staff

Scalable Solution
Processing 150-200 service solutions monthly, from small field engagements to multi-million dollar projects

The biggest benefit ScopeStack provides to Computacenter is ‘Potential’ - significant capability to utilize the platform against other business use cases and drive internal savings as well as increased business agility.

Critical Success Factors

Computacenter identified several factors crucial to their successful implementation:

1. LEADERSHIP SELECTION: Choosing administrators with the right blend of project management, process engineering, commercial, and service solution expertise
2. ORGANIZATIONAL ALIGNMENT: Dedicating time to establish common standards and new ways of working
3. METHODOLOGY DEVELOPMENT: Coaching colleagues through structured service offer development
4. STANDARDIZED TAXONOMY: Creating clear service definitions and terminology in advance
5. STAKEHOLDER ENGAGEMENT: Building a collaborative review group that understands diverse perspectives and objectives