Outbound Call Center Featured Article

Kawasaki Motors Implements SaaS Service Desk InfraDesk

By Anil Sharma
TMCnet Contributor

InteQ, a provider of on demand IT service management, has deployed InfraDesk, an ITIL SaaS (News - Alert) service desk solution for Kawasaki Motors Corp., U.S.A.

“There are thousands of IT organizations faced with a forced upgrade of a legacy IT Service Management (ITSM) tool every year. Most of these enterprises are left with a legacy software solution that is no longer supported or has to be re-implemented which exposes them to implementation risks along with cost implications,” said Santhana Krishnan, chairman and CEO of InteQ, in a statement.

Krishnan said that by implementing the SaaS solution InfraDesk, the company offered Kawasaki Motors Corp., a complete IT service management suite at a very attractive price, no more forced upgrades, and eliminated all the risks associated with implementation, which none of the legacy tool vendors can offer.

Cindy Harrison, office productivity supervisor with Kawasaki Motors Corp., said that total cost of ownership was a key decision criteria and the team wanted a solution that eliminates costly upgrades in the future.

“InfraDesk was a great fit for us since it offered everything we wanted plus more. Once we made our decision to implement InfraDesk, we were quickly up and running with pre-configured ITIL workflows,” said Harrison.

Harrison said that the company recognized significant savings due to the elimination of annual maintenance and professional services fees associated with an on-premise solution.

“We will no longer face, or pay for, a software upgrade and are ensured of seamless upgrades to InfraDesk without disruption to our daily activities,” said Harrison.

Kawasaki Motors Corp., markets and distributes Kawasaki motorcycles, ATVs, personal watercraft, utility vehicles and recreation utility vehicles through a network of more than 1,475 independent retailers, with an additional 8,000 retailers specializing in Kawasaki power products and general purpose engines.

“SaaS IT Service Desk solutions are becoming more acceptable within the IT organization as an effective way to reduce the total cost of ownership, remove the onerous burden of upgrades and accelerate time to implementation,” said David Coyle, analyst with Gartner (News - Alert).

“During software evaluation periods, I am observing more and more companies who have mandated that ‘web-based’ be a requirement and I would attribute that to the user community sharing their positive experiences,” said Coyle.