The Right Tool Kit for Help Desk Support
As the largest global manufacturer and marketer of padlocks, Master Lock continues to build quality and value into its expanding lines of security products. As a longtime leader in the sports, home and yard, school, and commercial markets, Master Lock has recently entered the automotive, computer and private label security markets. Because safety and security are gaining importance with the world's consumers, Master Lock continues to develop products that offer smart security solutions.
Master Lock needed to transfer its helpdesk functions to a new service provider in a relatively short period of time. Master Lock required that the transition be transparent to end-users and that support services be delivered on a 24/7 basis to the entire organization in Canada, Mexico and the U.S. It was important that the new outsourcer fit well into the company culture and share Master Lock's concern for its staff and their issues. It was also essential that help desk personnel understand the technical environment and quickly learn proprietary systems, applications, and escalation procedures.
ABS was able to meet Master Lock's requirements using a combination of ABShelp and the client's call tracking tool installed at the ABS Knowledge Center. After conducting an on-site discovery at Master Lock headquarters, ABS implemented a program to ensure agents were well-trained and understood all processes, procedures, and applications. A cost-effective plan for 24/7 coverage was also put into effect to handle emergency situations. ABS and Master Lock worked closely together through all phases of the transition.
Master Lock has a tightly integrated helpdesk that serves as a single point of contact for all IT issues. The transition occurred in a timely manner and went so smoothly that Master Lock users never realized a change had occurred. The new ABS help desk resolves problems with password resets, operating systems, basic applications, and network connectivity swiftly and effectively. In addition, reports on metrics and trends serve as a basis for process improvements. Relieved of the day-to-day operations of its helpdesk, Master Lock can focus on implementing its mission critical applications.