Case Study: Knoll achieves 24/7 IT support and improved response times with Contegix

Knoll - Customer Case Study

Knoll, a design-driven interiors company, needed a more capable IT support model after a change in IT leadership revealed its in-house service desk could not keep up with incoming incidents and service requests. With an Oracle ERP implementation approaching, Knoll turned to Contegix for a 24/7 Service Desk and Level II onsite support so internal IT staff could focus on strategic growth projects.

Contegix implemented live-answer, ITIL-based support for incident, change, and request management, initially supporting 1,800 associates and quickly adapting to Knoll’s systems like JD Edwards, Oracle EBS, and Microsoft Office. The result was a smoother cutover, a 13% reduction in overall call volume, and a service desk now handling about 2,500 tickets per month, with improved response times, user experience, and analytics-driven business insight.

Knoll

Larry Kilian

Senior Director of Infrastructure