TechValidate Research on LogicNow MAXfocus


Case Study: Great Scott Enterprises I, LLC

Introduction

This case study of Great Scott Enterprises I, LLC is based on a October 2015 survey of LogicNow MAX ServiceDesk customers by TechValidate, a 3rd-party research service.

“We now depend on MAX ServiceDesk in our day to day operations. It has helped us address client needs and foresee issues we weren’t able to do so before.”

“Our customer service saw a huge increase in satisfaction; clients are happier and reaching out to us more than before.”

Challenges

  • Experienced the following issues with their previous desktop solution before using MAX ServiceDesk:
    • Difficulty using the product
    • Too many features

Use Case

  • Looks for in a service desk product:
    • Ticket/task management
    • Time tracking
    • Reporting
    • Integrations (e.g. accounts)
  • Previously used ConnectWise before MAX ServiceDesk.
  • Heavily relies on in MAX ServiceDesk:
    • Ticket/task management
    • Integrations (e.g. accounts)

Results

  • Agrees with the following statements:
    • When they implemented MAX ServiceDesk the process was quick and simple
    • MAX ServiceDesk offers a simplified, effective service desk solution
    • Since implementing MAX ServiceDesk they have noticed clear business benefits from using the product
    • MAX ServiceDesk is able to provide their business with a better, more structured processes
    • Their agents (engineers/technicians) have been able to manage their day to day tasks more efficiently since implementing MAX ServiceDesk
    • With MAX ServiceDesk they are able to provide their customers with better customer service
    • Since implementing MAX ServiceDesk they have seen consistent improvements with the product
  • Could potentially have 1-5 employees using MAX ServiceDesk in their business.
  • Problems solved with MAX ServiceDesk:
    • A lack of a structured process
    • Using a number of different solutions to deliver support to customers
    • The managing of customer expectations




About This Data

This data was sourced directly from verified users of LogicNow MAXfocus 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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