Illinois Tool Works
A Local Solution for Nationwide End Users

Headquartered in Glenview, IL, Illinois Tool Works, Inc. (ITW) is one of the world's leading diversified manufacturers of specialized industrial equipment, consumables, and related service businesses.

The Issue
Due to a 28% growth in the number of user requests to its corporate service desk, ITW was evaluating options to augment its existing help desk operations to provide 24x7x365 support to its end users. Specifically, ITW needed to identify a flexible service desk outsourcer to troubleshoot and resolve Level 1 issues afterhours and on weekends for its employees throughout the USA. Also, that provider would have to have the ability to create and triage new incidents in ITW's incident management system (BMC Footprints). Lastly, ITW preferred to find a resource with North American based agents and a senior management presence headquartered nearby in order to conduct regular operational reviews onsite and assess the performance of the offering.

The Solution
ABS presented its afterhours help desk solution which combines the latest technology, systems, and best practice methodology with trained, certified, and experienced US based IT professionals. Within a few months of issuing the proposal ITW selected ABS as its new help outsourcing service provider and Level 1 standard and proprietary application support of local computer systems for approximately 6,000 external users.

The ABS help desk solution went live with after a six week discovery and implementation phase that included a formal project plan, documentation of business workflow requirements, identification of supported systems, software, and platforms. The ABS team also collected escalation, routing, and emergency contact information and developed a customized Interactive Voice Response script based on ITW's specifications in accordance with the workflow.

The Result
Because the availability of afterhours agents was a crucial requirement for ITW, the service level established for the abandon rate on voice contacts was less than 10%; however, in its first few months the ABS help desk achieved an abandon rate of less than 2%, well below the contracted SLAs. This means no matter what hour ITW end users were calling, the majority of the time they were able to reach a live agent within 60 seconds.

"ABS has been great," says Mark Brashear, ITW's Service Desk Manager. "After a rigorous documentation process, we were able to seamlessly provide overnight and weekend support to our end users through ABS. We have been very pleased with our experience working with ABS."