Proactive Support Success Story.
How a proactive service agreement brought peace of mind, increased productivity, and reduced billing hours for a major automotive parts manufacturer.
- The Problem
- The Solution
- The Results
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A U.S.-based automotive product manufacturer that employs more than 600 team members in multiple locations. As the manufacturing and supply-chain business remains under pressure to deliver the same quality, but faster and at a lower cost, CMA depends on advanced technology like robotics, which of course requires a robust network structure.
The automotive product manufacturer and Matrix Integration are long-time partners, growing and strategizing IT solutions together over the years. In 2022, a dedicated Matrix client executive suggested moving to a proactive IT service agreement. The IT manager wasn’t convinced – at first – that the agreement would save money or be of value to the company’s operations. The executives at his company wanted to keep funds available to respond reactively to unforeseen problems. In addition, he and his team were in the middle of multiple projects to increase capacity and connectivity and needed to ensure they had on-the-spot support to tackle any immediate issues.
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The proactive service agreement differed from their past agreement by including the following:
- Experienced Matrix Integration engineers tasked with getting in front of potential problems, saving the IT team from going into “firefighter” mode to handle unintended problems
- An agreed-upon number of billable hours per month
- Monthly, high-level check-ins to go over Matrix activities and discuss upcoming projects and priorities
- Co-directed system maintenance and strategic planning
- Critical system monitoring and tuning
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The results of proactive support were clear within the first twelve months. Previously, the IT department had relied on Matrix integration for more than 200 billable hours a year. The next year, the billable hours were less than half – with fewer incidents. The internal IT team and Matrix were able to accomplish several long-term projects because of the smooth-running technology environment, including a new ERP rollout, new robotic automation, and increasing network capacity from 1G to 10G.
Because the Matrix team is made up of top engineers who know their business and infrastructure inside and out, the proactive service agreement allowed the Matrix team to address minor issues before they became disasters. For the first time in years, the IT manager was able to take a two-week vacation without frantic calls to or from work.
TESTIMONIALS
What our Clients are Saying
The decision to go with proactive support has made a big impact on our company. It freed up our IT team to take care of more major projects and day-to-day support.”
Manager
Information Systems
Our work with Matrix has been a true partnership. They want to see us succeed, and by working together we’ve been able to bring the vision of our new K-RAX division to life.”
Deon Carr,
Business Systems Manager, Koetter Group
Management of our network is much easier now. The streamlining of our infrastructure and the upgrades in security and backups mean that we can focus on supporting our company as it continues to grow.”
IT Manager,
Global Automotive Supply Chain Company
It was a pleasure to work with Matrix. They were very knowledgeable about all aspects of the installation, easy to communicate with and able to resolve any questions or issues.”
Jeff Payne
NTN Driveshaft Anderson
Everything was specified as planned and the ordering process was very quick and easy. The Matrix team was very polite and professional and completed the work in 1 day versus 2. Overall I highly recommend Matrix for any networking needs!”
Jesse Harvey
Tri-County Career Center
The Matrix team is always very professional and their technicians are world-class solution providers.”
Virgil Rasche
Hampton Inn Evansville/Airport
Thanks to the Matrix team, the project ran smoothly from beginning to end with no disruption of service and we experienced no problems after the installation.”
John Louden
Lexington Fayette County Health Department
I’m extremely thankful to be in a strategic partnership with Matrix Integration. Their technical expertise, leadership, and attention to detail, along with our industry leading solutions and technologies will ensure that we are offering the best in class solutions to their end users and customers. They are the true definition of a “partner” and care about the entire ecosystem.”
Steven DeMarzio
Trend Micro
"IT is critical, like accounting, but should NOT be the center of our business. Before Matrix we had big, unresolved issues for months, some for years. Some we just got used to trying to work around or circumvent. We didn’t know what good and reliable support looked like. When we switched to Matrix, we quickly realized what we were missing for so many years. The team is responsive and typically they resolve the issue in the first call. They have made the team’s jobs so much easier.”
Ben Wrightsman
President and CEO, BIC
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