Manufacturing, logistics and retail companies with 5,000 to 15,000 employees have sat between enterprise outsourcing and small managed services for years. Atos is launching a modular, subscription-based digital workplace service designed specifically for that gap.
The Digital Workplace as a Service (DWPaaS), available from today, starts with AI-powered automation configured against a generalised knowledge base covering approximately 85% of common support scenarios from day one. Customer-specific knowledge is integrated during a 90-day onboarding phase. Atos says existing client data supports a target of resolving 60% of tickets through automation by year three, with optimised deployments reaching 80–85%.
The cost structure is positioned to compete directly with internal IT support costs, and follows a value-sharing model where cost-per-user falls as automation matures — aligning the vendor's incentive with the customer's.
"Digital Workplace as a Service fills the gap that mid-size companies face when having to choose between basic IT support and complex, costly solutions designed for large enterprises"
The service is modular: a discovery phase maps each business' workforce profile and selects components accordingly, with a pre-calculated price generated from that configuration. For sectors like manufacturing and logistics, where workers are rarely at a desk and support needs differ sharply from office environments, the persona-driven analytics approach addresses a structural mismatch in how most IT service contracts are built.
Atos is a Euronext-listed group with around 56,000 employees and annual revenue of approximately €7.2 billion, operating across 54 countries under the Atos and Eviden brands.
