Case Study: World’s Leading Manufacturing Company achieves a 45-day standardized North American end-user computing transition with Pomeroy

World’s Leading Manufacturing Company - Customer Case Study

World’s Leading Manufacturing Company, a Fortune 150 appliance manufacturer with about $18 billion in sales and 68,000 employees, needed to re-engineer its global end-user computing support. Concerned its incumbent provider prioritized SLA closure over root-cause fixes and market-competitive pricing, the company split regional support and engaged Pomeroy to deliver North American end-user computing services and to deploy a new ITSM tool across 134 sites and 27,000 end-users within an aggressive 45-day timeframe.

Pomeroy implemented a standardized North American operating model, managed an integrated transition plan, documented common workflows, and applied a “see it, own it” support mindset while deploying the ITSM tool. Pomeroy completed the 45-day transition on schedule with no major incidents, recruited and deployed 55 technical resources to 16 locations in 21 days, improved service consistency for 27,000 end-users, and had its transition methodology adopted by the client for other regions.