How TaylorMade replaced generic Microsoft support with expert-led help.
The global golf equipment maker wanted IT support that could keep up with a team already deep inside Microsoft's ecosystem. TrustedTech gave them direct access to Microsoft specialists and the professional services hours to innovate alongside day-to-day support.
TaylorMade Golf is a leading manufacturer of high-performance golf equipment, headquartered in Carlsbad, California. The business runs on a tight IT team supporting 2,500 full-time employees and another 15,000 contractors, all of them working across Microsoft's product stack every day.
Generic troubleshooting couldn't keep up with a Microsoft-first IT team.
TaylorMade wanted reliable support that could resolve issues quickly and give their internal team room to innovate. The business was already heavily invested in Microsoft's ecosystem, but the traditional support model wasn't a good match for the work.
Tier 1 and Tier 2 handoffs meant slow escalations and generic troubleshooting, which made the cost of support harder to justify. The IT team needed a partner whose engineers could step in with real expertise and resolve issues without bouncing tickets across queues.
"As an incident manager, the best incident is the one that never happened."
Direct access to Microsoft experts, plus hours to invest in innovation.
TrustedTech built a support plan around how TaylorMade's IT team actually works. That meant skipping the Tier 1 and Tier 2 queue for direct access to Microsoft specialists, and bundling professional services hours alongside the reactive support.
- Direct access to Microsoft engineering expertise, no Tier 1 handoffs
- A tailored support plan that balanced value with what the business actually needed
- Proactive issue resolution with follow-ups rather than a ticket-and-close model
- Professional services hours that let the team pilot and adopt new Microsoft technologies
- A support relationship designed to complement TaylorMade's internal strengths, not replace them
As an incident manager, the best incident is the one that never happened. Leveraging TrustedTech Certified Support Services alongside their Professional Services offered through the program has allowed us to modernize and innovate at scale.
Faster answers, right-sized spend, and room to modernize.
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Faster resolutions
Direct access to Microsoft engineers bypassed Tier 1 and Tier 2 delays, so issues that used to sit in a queue now get an expert on the first call.
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Cost efficiency
A tailored support plan matched what TaylorMade actually needed, making the cost of Microsoft support easier to justify line by line.
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Proactive support
Issues now get resolved with follow-ups and a proactive approach, rather than closed out and forgotten once the ticket drops off the queue.
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Innovation freedom
Expert access and bundled professional services hours gave the team the bandwidth to adopt new Microsoft technologies and modernize at their own pace.
Company at a Glance
From impersonal service to a partner who picks up the phone.
TaylorMade's path to modern IT support led them to TrustedTech. The old model was slow, generic, and hard to justify against the work the team was actually trying to do. That mismatch kept the IT team in a reactive posture when they wanted to be innovating.
With TrustedTech, TaylorMade now has an expert-led support team that picks up the phone, follows through on issues, and backs the business with professional services hours for the bigger moves. The result is confidence to innovate without running into support roadblocks every time something breaks.
Tired of Tier 1 handoffs on your Microsoft support tickets?
Talk to a TrustedTech specialist about Certified Support Services with direct access to Microsoft engineers and bundled professional services hours.
