This case study highlights how Illinois Tool Works (ITW) partnered with Mechdyne to streamline day-to-day IT support, improve responsiveness, and free up internal IT resources to focus on strategic business initiatives. Mechdyne provided a dedicated service leadership model, proactive ticket and performance reviews, flexible support coverage, and 24/7 escalation support, helping ITW maintain consistent service, better visibility into support operations, and improved accountability.
Case Study – How Illinois Tool Works (ITW) Enhanced IT Support Efficiency and Responsiveness with Mechdyne
Client Overview
Illinois Tool Works (ITW) is a global, multi-industry manufacturing company with operations spanning numerous business units and locations worldwide. With employees relying on technology to support daily operations, ITW requires a dependable IT support partner capable of delivering responsive service, maintaining operational continuity, and helping internal teams focus on strategic priorities.
Client Challenge
As a global manufacturing organization with employees across numerous business units and locations, ITW’s internal IT teams were responsible for supporting a wide range of day-to-day technology needs while also advancing strategic business initiatives.
Managing routine support requests, user issues, and after-hours incidents required significant time and attention from internal resources. ITW wanted a support model that could reduce the burden of everyday support activities, provide a reliable first point of contact for end users, and ensure issues were routed efficiently to the appropriate teams when specialized expertise was required.
To better support employees while allowing internal IT staff to focus on higher-value initiatives, ITW sought a managed services partner that could deliver responsive support, consistent communication, operational visibility, and a structured approach to service management.
Why ITW Chose Mechdyne
TW selected Mechdyne because of its proactive approach to managed services, consistent account leadership, and commitment to building a collaborative partnership.
A key differentiator was Mechdyne’s service leadership model. While support is delivered through a shared services environment, ITW benefits from a consistent point of contact who provides oversight, facilitates communication, and regularly reviews performance with the client.
Maria Grzesiak highlighted the value of having a leader overseeing the support relationship and maintaining accountability for service delivery:
“You have a point of contact to lead the Mechdyne team. They meet with you on a regular basis. They’re constantly reviewing metrics and tickets to make their agents understand all the processes.”
This level of engagement gave ITW confidence that support quality would remain consistent and that opportunities for improvement would be identified proactively.
Solutions Delivered by Mechdyne
Strategic Partnership and Service Governance
Mechdyne provides ITW with a named point of contact responsible for service oversight, communication, and accountability. Through regular meetings, performance reviews, and ongoing collaboration, ITW maintains visibility into support activity, ticket trends, and operational priorities.
The relationship extends beyond routine reporting. Through monthly operational reviews and trend analysis, Mechdyne works proactively with ITW to identify changing support needs, evaluate service utilization, and recommend adjustments that help ensure support resources remain aligned with business requirements.
Rather than simply reporting on service performance, Mechdyne uses operational data and trend analysis to help ITW make informed decisions about support delivery, coverage requirements, and long-term planning.
“Any time a challenge arises, our teams work together to find a resolution and get to a better place.”
This collaborative approach has helped strengthen communication, improve transparency, and create a culture of continuous improvement.
Proactive Ticket and Performance Reviews
Rather than simply reacting to issues, Mechdyne regularly reviews tickets, service metrics, and operational trends to identify opportunities for improvement and ensure technicians understand ITW’s workflows, expectations, and support procedures.
“They’re constantly reviewing metrics and tickets to make their agents understand all the processes.”
Through monthly operational reviews, ITW receives visibility into more than 2,000 monthly contacts and over 1,700 monthly support tickets. These reviews help identify recurring trends, uncover process improvement opportunities, and provide operational insights that support better decision-making.
By leveraging service data and trend analysis, Mechdyne helps ensure support operations evolve alongside ITW’s business needs while maintaining a consistent experience for end users.
Flexible Support Delivery
As business needs evolve, Mechdyne works closely with ITW to adapt its support approach while maintaining a consistent experience for end users.
Whether responding to policy changes, evolving operational requirements, or fluctuations in support demand, Mechdyne remains flexible and works to keep pace with ITW’s environment. This adaptability helps minimize disruption while allowing ITW’s internal teams to remain focused on broader business priorities.
In addition to remote support services, Mechdyne has also provided on-site coverage support when needed to help maintain service continuity during staffing gaps and temporary coverage requirements. By supplementing service desk operations with local resources, Mechdyne helps ensure users continue receiving timely assistance without requiring additional permanent staffing commitments.
Increased Focus on Strategic Priorities
By handling routine support requests efficiently, Mechdyne helps reduce the burden on internal IT resources, allowing staff to dedicate more time to strategic business initiatives and higher-value projects.
The partnership enables ITW’s internal teams to spend less time managing everyday user issues and more time focusing on initiatives that drive business outcomes.
“They take on all the routine tasks to allow my team to focus on other important priorities.”
Responsive User Support
Mechdyne prioritizes responsiveness and service efficiency to help employees receive support quickly and minimize downtime.
By maintaining rapid response times and consistent service desk availability, Mechdyne helps ITW employees receive assistance quickly, reducing disruption and improving the overall support experience.
Mechdyne has consistently maintained an average speed-to-answer of less than 60 seconds, helping users connect with support quickly and return to work faster.
As ITW experienced periods of increased support demand, Mechdyne partnered closely with the organization to maintain service continuity through operational adjustments, workflow enhancements, and proactive communication. This collaborative approach ensured end users continued receiving timely assistance while both organizations evaluated long-term support requirements and support resource alignment.
Emergency Escalation Support
For critical issues occurring outside normal business hours, Mechdyne maintains an established escalation process to ensure the appropriate stakeholders are notified and issues are addressed quickly.
“If there’s an emergency at night, there’s an escalation call list. They’ll call us and let us know what’s going on so we can address those issues right away.”
Combined with 24/7 Service Desk availability, this process helps ITW maintain business continuity and respond rapidly when urgent situations arise.
Results
Since partnering with Mechdyne, ITW has gained a more structured and predictable support experience built around communication, accountability, and continuous improvement. Regular operational reviews provide visibility into more than 2,000 monthly contacts and over 1,700 monthly support tickets, giving both organizations the information needed to identify trends, evaluate service utilization, and make informed decisions about support delivery.
The partnership has also enabled ITW to maintain responsive support for end users, with average speed-to-answer consistently remaining below 60 seconds. Combined with proactive performance reviews and established escalation procedures, this approach helps ensure employees receive assistance quickly while maintaining continuity during both routine operations and critical after-hours events.
As support demands evolve, Mechdyne continues to adapt alongside ITW. Through ongoing trend analysis, service reviews, and operational planning, the team helps align support resources with changing business needs while providing additional coverage when necessary. This flexibility allows ITW’s internal IT teams to spend less time managing day-to-day support challenges and more time focusing on the strategic initiatives that support the business.
Maria emphasized that Mechdyne’s commitment to communication, accountability, and problem-solving has strengthened the overall support experience.
When asked whether she would recommend Mechdyne to other organizations, her response was clear:
“Yes, I would recommend Mechdyne to others.”
Conclusion
For IT leaders, the challenge is often not simply finding a provider that can handle tickets. The greater challenge is finding a partner that provides operational visibility, takes ownership, adapts as business needs change, and helps internal teams focus on the work that drives the organization forward.
Through responsive support, proactive service management, and ongoing collaboration, Mechdyne has become an extension of ITW’s support organization. Rather than taking a reactive approach, the partnership is built on continuous review, open communication, and a shared commitment to improving both service delivery and the end-user experience.
By combining a consistent point of contact, data-driven operational insights, flexible support options, and dependable escalation procedures, Mechdyne helps ITW maintain a high standard of support while enabling internal teams to focus their time and expertise on the strategic initiatives that create the greatest business value.
