Case Study: Makita USA achieves same-day, centralized and extensible help desk with Alloy Software Navigator

Alloy Software is Makita’s Answer

Makita USA, a professional power tools company with many regional U.S. offices, lacked a centralized help desk—support was tracked on notepads and Excel and handled by just two people. To unify support and accommodate distributed offices without per-user fees, Makita chose Alloy Software’s Navigator after a strong presales demo, flexible corporate pricing, and the product’s extensibility convinced IT director Alex Oliva.

Alloy Software implemented Navigator, integrated it with Active Directory for single sign-on, and delivered a simple web portal for users plus a separate approval portal (with email links) for managers and executives. The two-week rollout and training resulted in immediate user adoption, most issues being resolved the same day or within 24 hours, streamlined approval workflows, and plans to add Alloy’s auditing package—demonstrating faster response times and improved operational control.

Makita USA

Alex Oliva

IT Director