TaylorMade Transforms Technical Support into Catalyst for Innovation

Challenges

TaylorMade has built a global brand by prioritizing efficiency and innovation—values that extend across every aspect of their business, including IT. They needed dependable support to quickly resolve issues and provide the expertise so their IT team could innovate and implement new technologies seamlessly. Their reliance on Microsoft's ecosystem was strong, but the traditional support model was not working for them.

• Escalation Delays: Going direct for support required multiple tiers of troubleshooting before reaching qualified engineers, slowing response times.
• Rigid Pricing Model: The direct support model charged a percentage of total Microsoft spend, leading to high costs with little flexibility.
• Lack of Genuine Engagement: Microsoft direct would often prioritize closing tickets over solving the actual problem, leading to repeated back-and-forths rather than meaningful resolutions.

It was difficult to justify costs when support interactions often involved generic troubleshooting rather than direct engagement with experts. TaylorMade’s IT team had strong internal capabilities but needed a partner that could complement their expertise with high-level engineering support and faster escalation paths.

Results

TaylorMade finally found the flexibility, expertise, and responsiveness they were looking for. With Trusted Tech Team Certified Support Services, they saw immediate improvements in:

• Resolution Times: When their engineers escalated issues, they were met with expert-level support without unnecessary Tier 1/Tier 2 troubleshooting delays.
• Cost Efficiency: Trusted Tech Team’s tailored support plan allowed TaylorMade to balance cost with high value.
• Proactive Support: Trusted Tech Team ensured follow-ups and resolved their problems proactively.
• Freedom for Innovation: With direct access to expert engineers and built-in professional services hours, they confidently adopted new technologies, driving business efficiency and IT modernization.