Life Fitness IT Support Partnership Case Study

This case study outlines the partnership between Life Fitness and Buchanan Technologies, focusing on the outsourcing of level 1 IT support. Life Fitness, a global fitness equipment company, transitioned from internal IT management to collaborating with an external IT partner to enhance operational efficiency. The case study details the requirements established by Dave White, Manager of IT Support Services, which included call and chat specifications and ticket handling processes. Life Fitness evaluated several service providers and ultimately chose Buchanan Technologies due to their tailored service proposal that aligned with Life Fitness's specific needs. The results of this partnership are highlighted, showcasing a 97% first-level resolution rate and consistent customer satisfaction exceeding 95%. The case study emphasizes the importance of effective IT support in enabling Life Fitness employees to focus on their core business of designing and manufacturing fitness equipment.