North American Lighting shines with LiveTime
Driven by its mission to deliver customer satisfaction and value by providing best-in-class lighting products through integration, technology and business systems, the largest non-affiliated lighting supplier in North America has been manufacturing light products since 1983.
Headquartered in Paris, Illinois, market leader in innovative lighting North American Lighting (NAL), is a wholly-owned subsidiary of Koito Manufacturing Co Ltd in Japan, located across five offices in the US. However, the best automotive lighting assembly plant housing cutting edge manufacturing technologies and processes, found it was being hampered by the lack of process and technology when managing IT service and support.
Ms Judy Nagy, General Manager of IT, described NAL’s support process as, “Being completely manual with customers calling on whomever they thought would be available or who helped the last time.” She said, “This resulted in the squeaky wheel getting the grease and a support environment that experienced constant interruptions due to fire-fighting, making it sporadic and inefficient.” Ms Nagy further explained, “IT response to employee hiring and termination was not timely and was incompletely handled, resulting in security issues, loss of productivity and in some cases loss of equipment.”
Investing in a tool that would streamline support processes, assist with the management of staff workloads and reduce the number of repeat incidents became imperative to improving NAL’s IT service. LiveTime Service Manager was selected based on it’s ease of use, web based architecture and rapid return on investment.
The General Manager of IT reported, “We were able to install the product without any problem and now we have eliminated help desk telephone support.” Ms Nagy went on to say, “We are now serving a broader base of customers more consistently. There are more satisfied customers, although customers who previously received a disproportionate amount of IT support are less satisfied.”
NAL finds that IT project work productivity has increased due to fewer interruptions for operational support. “Technicians are also able to perform root-cause analysis on repeat incidents and deal with the primary cause of the problem rather than the symptoms,” reported the General Manager of IT.
From management’s perspective, Ms Nagy observed an increased ability to track IT technician time and manage staffing levels. She also reported, “Staff are able to manage time more effectively resulting in overall productivity increase.”
About LiveTime Software
Headquartered in Newport Beach, California, LiveTime Software, Inc. is a vendor of Web 2.0, Open Standards based ITIL service management (ITSM), help desk and support software for medium to large enterprises such as Verizon, Wellpoint, Pricewaterhouse Coopers and the United States Department of Defense. Founded in 1999, LiveTime Software is a privately held firm with offices in the United States, Australia and the United Kingdom. For more information visit www.livetime.com
