Harley-Davidson Testimonial

Dear Managed Maintenance,

Prior to the implementation of the Managed Maintenance program, I was spending many hours a month on IBM inventory management and problem resolution.   This included adding machines to our maintenance contracts and managing the contracts, services and service levels.   Many times machines were not properly added to the contract or were added without the correct level of service, thus causing service denials and inaccurate IBM billing.  Today, I am happy to say, this is all being done by the Managed Maintenance team.

The Managed Maintenance web portal is an excellent solution for handling Harley-Davidson's inventory and has provided me with an easy way to manage and budget for upcoming maintenance.  Our satisfaction with the IBM Maintenance program has increased and the time that we spend managing our contracts and inventory has dramatically decreased.  This has been accomplished by utilizing a single point of contact for all moves, adds and changes to our environment and knowing that all assigned changes will happen in a timely manner.

The Managed Maintenance program’s proactive process ensures that machines are added to the contract prior to a contract ending or warranty expiring; and it happens in a seamless manner.  All in all, the Managed Maintenance program has raised our level of customer satisfaction, reduced our time spent on inventory management and allows us to focus on our core responsibilities. I would also like to commend the group of people that I have worked with at Managed Maintenance.  Everyone has gone out of their way to help me and the other Harley-Davidson employees that use the Managed Maintenance program, and this adds to the experience of working with a great product.

Thank You,
Rachel Zabinski

Harley-Davidson Motor Company
Global Information Services
Capacity Planning Technical Services Specialist

To read the Harley-Davidson Case Study, Click Here