TechValidate Research on SolarWinds Help Desk and IT Support

These pages present data that TechValidate has sourced via direct research with verified customers and users of SolarWinds Help Desk and IT Support. TechValidate stands behind the authenticity of all published data. Learn more »



553 Customers Surveyed

4,660 Data Points Collected

47 Published TechFacts

4 Published Charts

54 Published Case Studies



Selected Research Highlights


Customer Facts: Benefits & Organizational Impact of Using DameWare Remote Support Software

What benefits or organizational impact has your organization seen as a result of using DameWare?

Increased ticket capacity and overall technician productivity
44%
Increased end-user satisfaction
54%
Time savings
79%
Saving money on end-user support
33%
Decreased time-to-resolution on trouble tickets
77%
Other
3%

Case Study: Horizon Beverage Saves Over $50,000 After Using Web Help Desk

“We can identify key issues within our organization based on the types of tickets we receive. We can direct training in the proper areas based on tickets as well.”

“I like the simplicity and how quickly we were up and running.”

“Web Help Desk is easy in learning and setup. It gives you the ability to change as your ideas and procedures change.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • A lack of monitoring and reporting for tracking ticket status and customer support needs
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • An absence of centralized knowledge management and self-service
  • Did not use a help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of deployment
    • Availability as on-premises software
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • IT asset discovery and inventory management
    • Intuitive Web-based help desk interface
  • Applications of Web Help Desk at Horizon Beverage:
    • As the traditional IT help desk management software
    • To manage for requests to our graphic arts department
    • As a basic customer service tool

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
  • ROI benefits and cost savings:
    • Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.
    • Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.

Missouri Basin Well Service Inc. Uses Web Help Desk for Purchase Order Management

Cory Stump, a Help Desk Manager at Missouri Basin Well Service Inc. is very likely to recommend SolarWinds Web Help Desk for the following reason:

In addition to using Help Desk for IT, we have been able to use Web Help Desk as a purchase order (PO) management system for our company. By thinking outside of the IT box, it is able to truly be multi-functional.

Help Desk Teams Achieve “Time Savings” By Using DameWare Remote Support

100% of surveyed Help Desk Managers and Help Desk Technicians realized significant time savings after they started using DameWare remote support and remote control software.

Case Study: Scientific Research Organization Replaces BMC Track-It! with Web Help Desk

“Web Help Desk does what we need and more. It works very well with other SolarWinds products.”

“I have used various solutions and this product is very good. I set this product up for my organization.”

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • Lack of automation for ticket creation, assignment, routing, and escalation
    • Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
    • Difficulty discovering and managing hardware and software assets
    • An absence of centralized knowledge management and self-service
  • Used BMC Track-It! prior to purchasing SolarWinds Web Help Desk.

Use Case

  • 15 technicians use Web Help Desk to support 160 end-users.
  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
    • Availability as on-premises software
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • IT asset discovery and inventory management
    • Intuitive Web-based help desk interface
    • Built-in expandable knowledge base
    • IT change management
  • Rates Web Help Desk as 4.5 stars out of 5.

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Reduced time-to-resolution of support tickets
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support
  • ROI benefits and cost savings:
    • Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.
    • Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

Benefits & Organizational Impact of Using Web Help Desk

Please select the benefits and organizational impact you have experienced as a result of using Web Help Desk.

Reduced time-to-resolution of support tickets
43%
Minimized operational and overhead costs
21%
Saved technician time and effort with automation
50%
Increased help desk productivity and operational efficiency
64%
Improved quality of support
58%
Improved customer satisfaction
45%
Other
10%


More to Explore



About SolarWinds Help Desk and IT Support

SolarWinds delivers powerful, affordable, and easy-to-use tools to simplify IT service management from help desk ticketing to desktop support. Lower time-to-resolution of service tickets and improve customer satisfaction.

SolarWinds Help Desk and IT Support Website   SolarWinds Website