GroupLink

MSX International

Background

MSX International, headquartered in Warren, Mich., is a global provider of technical business services. The company combines innovative people, standardized processes and today's technologies to deliver a collaborative, competitive advantage. MSX International has over 6,100 employees in 25 countries.

MSXI’s Technical Business Solutions give Customers the power to dramatically change and improve their overall performance. MSXI brings together expert people, deep process knowledge and advanced technologies to help customers from a wide range of industries respond to the challenges of today's economy. MSXI Customers rely on MSXI to help enhance their quality, maximize efficiencies and achieve cost savings, and MSX relies on its IT department to facilitate the same efficiency within the company.

The Problem

MSX International handles an enormous volume of information from varying sources throughout the world. For the past several years, when dealing with technology-related operational issues, MSXI has outsourced its helpdesk needs to a major player in the IT industry. Outsourcing information system needs and maintenance may seem attractive in its initial assessment if the organization can afford such practice, and can maintain cohesive operations while doing so. However, in today’s marketplace, the need for expensive and inherently cumbersome outsourcing of these universal and often times basic operational needs proves to be less effective—both functionally and financially.

MSX International, like most companies, constantly deals with increasing technology and software adaptations to facilitate productivity and profitability. The need of any organization to maintain operations and to empower employees with the ability to quickly and effectively perform their duties is paramount in the workplace.

For MSX International, the days were numbered for outsourcing technology-based issues consistent with helpdesk-related needs. The move to in-house solutions for in-house problems was a simple decision for MSXI to make in order to continue thriving in a world tied to technology.

The Solution

With the implementation of GroupLink’s HelpDesk, MSX International transformed the way it maintains its operational systems. By providing in-house access to in-house needs, the IT staff at MSXI can more efficiently and effectively handle employee requests.

“All of our employees definitely embraced the transition of having this become available to them in-house,” said Mark Zywica, Network Operations Manager- USA. “We keep the process as short and direct as possible; a request comes in, gets identified, and is then dispersed to the appropriate engineer. Everything is done efficiently and quietly by our staff unlike before when the same issues were sent out to a holding queue and assigned to “anyone”. We can now track progress and productivity effectively, and so can the Customer.”

Conclusion

MSX International has been able to eliminate the practice of selective outsourcing for many of its operational needs since the implementation of GroupLink’s HelpDesk. End-users are now able to participate in problem resolution and by generating tickets that are quickly and accurately assigned to in-house engineers, MSXI has provided all of its users with the ability to get virtually immediate results when dealing with any number of queries. GroupLink’s HelpDesk provides instant support allowing in-house users to receive immediate and cost-effective in-house resolutions.