Case Study: Leading Material Distributor streamlines IT projects and quality case management with OneDesk

How a materials distributor uses OneDesk to manage IT projects

Leading Material Distributor, a steel distributor that buys coiled steel from domestic and international mills and serves smaller processors, needed to modernize how it manages IT work and customer quality issues. Facing a major ERP migration and with a small IT team plus a quality group handling incoming defect reports, they engaged OneDesk and adopted its project management and helpdesk/customer-portal tools to centralize work, track tasks, and improve collaboration.

OneDesk broke the ERP program into tracked tasks with followers and dependencies, provided a helpdesk for quality cases with custom fields and customer portal reporting, and enabled reusable project and task templates to cut setup time. The result was clearer ownership and collaboration, faster case resolution, reduced administrative overhead through cloning and templates, and improved visibility and reporting via dashboards and exports — all delivered by OneDesk.