CASE STUDY

Improve End-User Satisfaction

Improve End-User Satisfaction

TIMKEN engineers, manufactures and markets mechanical components and high-performance steel products and services to diversified markets.  Headquartered in Canton, Ohio, Timken employs 20,000 across 200 worldwide locations. 
 
Timken turned to MCPc with these business priorities:
  • Provide elasticity via variable cost-support models based on growth and planned mergers and acquisitions
  • Improve end-user satisfaction
  • Correct exorbitant chargebacks incurred by missing lease expiration dates and damaged devices.    

Timken turned to MCPc to meet these priorities:
  • Create a refined plan and process around IT in general
  • Outsource portions of its IT infrastructure to MCPc to shift staff focus, reduce cost and drive strategic initiatives
 
How MCPc responded:
  • Took a service-level approach that focused on increasing first-call resolution and delivering a unified approach to end user client computing
  • MCPc, working in partnership with Timken IT leadership, designed an all-inclusive end user client computing lifecycle management solution
  • Built a plan that included onsite MCPc staff to manage and augment offshore tier 1 service desk, telephone support in conjunction with a suite of services for PC procurement, project coordination, imaging and provisioning, and finally device retirement services.
  • Built into the solution quarterly business reviews to analyze service level objectives and key performance indicators, all leading to actionable service improvements.
 
Why Timken 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
  • Created an accountability process, from device procurement through device retirement
  • Integrated procurement and end-of-lease processing into the overall plan
  • MCPc was willing to enter into penalty-based service level agreement
  • Developed seamless solutions for remote locations
  • MCPc services included support for mobile devices
  • Committed to integrating into existing systems, rather than forcing Timken to alter current service desk software.
  • Cncluded comprehensive scorecards including Pareto Charts and service level reporting.
  • MCPc became a trusted partner that staffed the engagement with badged employees rather than contractors.

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