KSB offers a broad range of pumps, valves, mixers, accessories, and automation solutions that support critical sectors including water and wastewater, chemicals and petrochemicals, general industry, and energy. Beyond products, KSB provides comprehensive consultancy services through experienced engineers and technicians who draw on decades of expertise across diverse conditions and installation types. This commitment ensures reliable performance and tailored solutions for complex industrial environments. 

Client Challenge 

KSB’s small internal IT team was tasked with supporting a large, complex environment. They faced high ticket volumes and limited resources, making it difficult to maintain responsiveness and focus on strategic priorities. 

Our Approach 

KSB partnered with Mechdyne Managed IT Services to handle Level 1 and Level 2 service desk tickets. This partnership provided the flexibility to scale quickly and meet changing demands, ensuring consistent support for end users. Mechdyne’s goals were to: 

• Seamlessly integrate with existing tools and ITSM framework. 
• Reduce distractions from low-level IT support (“quiet the noise”). 
• Enable the internal team to focus on high-value projects. 
• Consistent Level 1 Help Desk support to handle routine issues and reduce distractions. 
• Provide a flexible Level 2 remote support program that scales up or down based on demand, including efficient license management. 
• Future planning for mobile device management, aligning with KSB’s growth strategy. 

Outcome

Mechdyne delivered significant value to KSB through a tailored managed services approach:

1: Improved Strategic Focus

By handling and resolving Level 1 and Level 2 tickets, Mechdyne reduced routine support burdens, enabling KSB’s internal IT team to concentrate on high-value, revenue-generating projects.

2: Enhanced Responsiveness and Collaboration

Mechdyne established multiple communication touchpoints, including dedicated Teams channels for quick, frequent interaction with KSB’s team lead. Daily queue monitoring timely responses through users’ preferred channels.

• Service Level Achievement: 90% of web submitted tickets answered within one hour.
• Client Feedback: “They’re very easy to talk to. I can reach out to the team and get a response quickly. It’s a good relationship back and forth.” – Lucas McCuistian, KSB

3: Delivered on Client Expectations

KSB extended its contract for two additional years after the first year of service. While they could not provide exact ROI figures, the following quote expresses their confidence in the results.

• Client Feedback: “We’re getting value. It’s bang for the buck, a real return on our investment.” – Elizabeth Nelson-Lyda, KSB

4: Built Trust and Advocacy

The partnership fostered collaboration beyond day-to-day support, with KSB recommending Mechdyne to other organizations.

• Client Feedback: “I’ve already recommended Mechdyne to others. Overall, they’ve delivered exactly what we expected.” – Lucas McCuistian, KSB