Case Study: The Timken Company improves end-user satisfaction and IT flexibility with MCPc

Timken Company - Customer Case Study

The Timken Company, a global manufacturer of mechanical components and high-performance steel products, turned to MCPc to address growing IT complexity, improve end-user satisfaction, and reduce costly chargebacks tied to missed lease expirations and damaged devices. Timken needed a more flexible support model that could scale with growth and planned mergers and acquisitions while also allowing internal IT staff to focus on more strategic work.

MCPc implemented an all-inclusive end-user client computing lifecycle management solution, combining onsite support with offshore tier 1 service desk augmentation, PC procurement, imaging and provisioning, project coordination, and device retirement services. The approach improved first-call resolution, created a more unified support model, and added quarterly business reviews, scorecards, and KPI tracking to drive continuous service improvements; MCPc also integrated with Timken’s existing systems and entered into a penalty-based SLA to strengthen accountability.

The Timken Company