CSC’s Expertise and Flexibility Help WCI Steel Stay Responsive to Customer Needs

WCI Steel, based in Warren, Ohio, is a leader in the custom steel market, offering a broad range of flat-rolled steel products to the construction and manufacturing industries.

Customer Service: The Cornerstone of Success

Staying responsive to customers’ needs is the cornerstone of WCI Steel’s business strategy and the key to its dominance. The company’s success in this area is evident from the fact that it has ranked among the top 10 North American steel producers in overall customer satisfaction ratings in the Jacobson survey of steel products. This high customer satisfaction ranking was the direct result of WCI Steel’s dramatic improvements in on-time delivery.

To maintain these rankings, WCI Steel recognized that it must continue to find innovative ways of improving services to its customers. This was the motivation for the outsourcing partnership with CSC.

CSC’s Approach: Technology and Integration

Since their outsourcing relationship began more than a decade ago, CSC has provided WCI Steel with end-to-end outsourcing services, including:

• Mainframe
  
• Midrange servers
  
• Applications
  
• Network
  
• Help desk services

CSC also provided the value-added service of a systems and process assessment for the infrastructure of a company that WCI Steel decided to acquire. The assessment enabled WCI Steel to clearly understand the complexities of integrating disparate systems.

As part of the ongoing outsourcing relationship, CSC also ensures server stability and reliability for WCI Steel’s Web-based customer service application, which enables WCI Steel customers to see their orders in a real-time environment 24 hours a day, 7 days a week.

The Results: Strategic Leverage of CSC Capabilities

The outsourcing relationship with CSC has brought WCI Steel a range of business benefits:

• High availability and stability of critical business systems
  
  
• Leveraging CSC’s global expertise in outsourcing, systems integration and applications
  
  
• Strategic use of CSC’s value-added capabilities

Says John Jacunsi, chief financial officer at WCI Steel, “Working with CSC has allowed us to really get back to the basics. With CSC managing the tactical issues, we’re better able to align our business objectives with our IT initiatives ...Through the collaborative efforts of our partner, we’re able to focus on our products and our customers’ needs and provide solutions that really work.”