CTS CASE STUDY Opportunity for improvement Trinity Industries, Inc. is one of the nation's leading diversified industrial companies providing a variety of high volume, repetitive products and services for the transportation, industrial and construction sectors of the marketplace. Although Trinity Industries had an established helpdesk prior to Buchanan Associates CTS solution, they were lacking many of the essential support tools required to optimize their incident management efficiency. They had no system for tracking phone calls. Their existing ticket tracking method was rudimentary and was not able to keep up with the demands that Trinity Industries personnel required. Our Partnership and Solution Trinity approached Buchanan with the need to bolster their helpdesk abilities, reduce incident resolution times, and to increase resolution success rates. Trinity now uses CTS to track all of their Sarbanes Oxley initiatives, helpdesk tickets, desktop tickets, purchasing, and exit templates. They even use CTS to track tickets for their own client accounts and to manage their cost center information for client billing. In addition, the Buchanan - Trinity partnership extends to project management work (i.e. corporate technology upgrades, refreshes, phone switches). Buchanan even employs a Trinity travel team that works domestically and internationally for mobile Trinity support at their various plants while handling all of Trinity's desktop and helpdesk work. Benefits Trinity is now able to focus on their main core competencies, which are their railway industry and the building / selling of railcars without becoming bogged down by incident management issues and delays.
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