3104 NE Minnehaha Street, Vancouver, WA 98663 | Phone: 877.484.1484 | Fax: 360.567.0868 | www.htginc.com Case Study Customizing Services for Help Desk Solutions Challenge The largest heavy equipment manufacturer in the world is a 3.7 billion dollar company with specialties in lift trucks, appliance distribution, specialty retail and mining. With four subsidiary companies and 1800 distributors to support, its technical help desk needs to be fully integrated and efficient. In 1998, this customer staffed its Portland location with a full-time help desk including one manager and six Level 1, 2 and 3 technicians. The quality of service was deemed low enough to support the decision to outsource help desk services to IBM. Costs were high at $18,000 dollars per month to s

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