SAManage Delivers Quick Value to Musslewhite
“The business value that we are getting from our SAManage Service Desk implementation is impressive.“
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Background
Musslewhite was founded in 1937 on a foundation of integrity, reliability and superior customer service. This core value is still deeply ingrained in the company culture today. Headquartered in Levelland, Texas, Paul Musslewhite Trucking Co., Ltd. provides trucking services to the oil field communities of Texas and New Mexico as well as other industries in the Southwest. Musslewhite continually learns about their clients' transportation and fluid logistics needs while searching for improvements to the efficiency of their processes. A key to Musslewhite's success lies with its people, who are among the finest and most experienced transportation professionals in the industry.
Challenges
"There were days that I looked at my workload and thought "mission impossible!" said Chris Pharis, Technical Support at Musslewhite. "As a one-man show supporting almost 200 users across 13 different locations, it sometimes felt this way. I had no tools to support me and quite frankly, no time to evaluate which tools would be best for me. So, I just "trucked along" providing the best support I could." Unfortunately, the support levels were not always what Chris wanted to see. Keeping track of the support requests and understanding what to prioritize was a real challenge.
Solution
"Finding SAManage was a breakthrough for me. The keys were the ease in which I was able to quickly evaluate the service and the support that I received during my evaluation." After the trial period ended, Musslewhite was close to being fully implemented. This ease of use and rapid deployment made it possible for Chris to introduce the tools he needed despite the demands of his workload.
Benefits
Today, Musslewhite provides excellent service to its internal customers. Users submit incidents either via email or the self service portal. All standard requests are submitted via the SAManage Service Catalog. Incidents are quickly prioritized, making sure that there is zero impact on Musslewhite's customer facing activities. "This has been a great relationship for Musslewhite. The business value that we are getting from our SAManage Service Desk implementation is impressive. I highly recommend them" said Chris.
