TechValidate Research on SolarWinds Help Desk and IT Support


Case Study: Professional Services Company Uses DameWare to Improve Support Productivity

“DameWare increases productivity for desktop technicians.”
“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”
“Awesome remote tool allowing desktop teams to quickly resolve issues without having to physically go hands on with a system.”

Challenges

  • Uses DameWare remote support software to address the following IT requirements and challenges:
    • Support end-users and systems from a central location
    • Provide remote support to systems outside the network firewall
    • Support end-users from anywhere via mobile device (iOS, Android)
    • Perform Windows administration tasks remotely
  • Used hosted/cloud-based services before purchasing DameWare.

Use Case

  • Uses the following DameWare products:
    • DameWare Remote Support
    • DameWare Mini Remote Control
  • Deployed DameWare in the centralized mode. Uses DameWare Mobile Gateway to initiate remote connection from mobile devices.
  • Decided to buy DameWare because of its superior remote control performance.
  • Uses DameWare to support 400 end-users and 150 servers.

Results

  • Benefits realized as a result of using DameWare:
    • Increased ticket capacity and overall technician productivity
    • Increased end-user satisfaction
    • Improved time savings
    • Decreased time-to-resolution on trouble tickets
  • Rates DameWare remote support and remote control software as 4.5 stars.




About This Data

This data was sourced directly from verified users of SolarWinds Help Desk and IT Support by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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