CASE STUDY

Reduce Costs While Increasing Efficiencies

Reduce Costs While Increasing Efficiencies

AMWAY is a Michigan-based health, beauty and homecare provider with over 21,000 employees worldwide that conducts business in more than 100 countries through a number of affiliated companies.  
 
Amway turned to MCPc with these business priorities:
  • Decrease cost, increase efficiencies and build a disaster-recovery process throughout its organization
  • Provide elasticity via variable cost-support models based on growth and planned mergers and acquisitions.
 
Amway turned to MCPc with these IT priorities:
  • Outsource portions of its IT infrastructure to reduce cost and shift staff focus shift staff focus to more strategic technology initiatives
 
How MCPc responded:
  • Designed an all-inclusive end-user client computing lifecycle management solution
  • Provided onsite staffing to augment the MCPc offsite tier 1 helpdesk
  • Created a full life-cycle system around PC procurement, project coordination, imaging and provisioning and device retirement.
  • Led monthly business reviews to analyze service level objectives and key performance indicators, all leading to actionable service improvements.
 
Why Amway values MCPc:
  • Developed an integrated support and lifecycle management solution that addressed critical business drivers, including cost and customer satisfaction.
  • Crafted a customized but flexible approach to meet specific service levels and key performance indicators
  • Provided accountability from device procurement through device retirement
  • Created a simple leasing system that integrated procurement with end-of-lease processing
  • Was willing to enter into penalty-based service level agreement
  • Developed seamless solution for remote locations
  • Included support for mobile devices
  • Devised a solution of integrating into existing systems, rather than forcing Amway to alter current service desk software
  • MCPc’s solution included comprehensive scorecards including Pareto charts around service-level reporting.
  • Became a trusted partner that staffed the Amway engagement with badged-employees rather than contractors.

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