Proactive Service Boosts Auto Parts Maker
**The Challenge**
A U.S.-based automotive product manufacturer with over 600 employees scattered across various locations depends on cutting-edge technology, such as robotics, which requires a strong network infrastructure. This company has partnered with Matrix Integration for several years to develop IT solutions. In 2022, a dedicated Matrix client executive proposed transitioning to a proactive IT service agreement. Initially, the IT manager was skeptical about whether this agreement would be cost-effective or beneficial for the company's operations. The company executives preferred to maintain liquid assets for addressing unexpected issues. Additionally, the IT team was engaged in numerous projects aimed at enhancing capacity and connectivity, which made immediate support for pressing concerns essential.
**The Solution**
The proactive service agreement introduced new elements that were absent from their previous arrangement.
**The Outcomes**
The benefits of proactive support became evident within the first year. Previously, the IT department needed to rely on Matrix Integration for over 200 billable hours annually. The following year, those hours were reduced to less than half due to fewer incidents. As a result, the internal IT team and Matrix were able to complete several long-term projects thanks to a more efficient technology environment, which included implementing a new ERP system, enhancing robotic automation, and upgrading network capacity from 1G to 10G.