Case Study: MSC cuts Service Desk calls by 40% with Brightfin

How MSC Transformed Asset Management in ServiceNow with Brightfin

MSC, one of North America’s largest industrial equipment distributors, was struggling with the cost and inefficiency of maintaining multiple support channels for employees. Brightfin, using its native ServiceNow-based telecom, mobility, and cloud management platform, helped address the heavy reliance on call centers caused by limited self-service options.

Brightfin implemented self-service applications, automated workflows, data synchronization, and offboarding processes directly in MSC’s ServiceNow environment to streamline end-user requests and improve data accuracy. The result was an immediate 40% reduction in Service Desk calls, as employees were empowered to handle more tasks on their own and operations became more efficient.

MSC