Original Research on SolarWinds Help Desk and IT Support

Case Study: Health Care Company (USA) Uses DameWare for Remote Support Over the Internet

“DameWare is a great tool for remoting into computers and working with users remotely.”
“DameWare provides terrific value for remote support at a terrific price.”

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 sessions to systems outside of the network firewall
- Perform Windows administration tasks remotely
- Provide remote Active Directory Administration
Used Systems Management Server (SMS) for remote support before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode to initiate secure over-the-Internet remote sessions.
Has a team of 37 IT technicians using DameWare to support 2000 end-users.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Decreased time-to-resolution on trouble tickets
- Improved end-user satisfaction
- Saved money on end-user support
- Achieved time savings
Rated DameWare remote support and remote control software as 5 out of 5 stars.

AP Gas & Electric Improves Ticket Resolution Time by 40-60% after using Web Help Desk

“Service has generally been strong. Web Help Desk works very well for us.”

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
- 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
- Absence of centralized knowledge management and self-service
Used no help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

Reasons for purchasing Web Help Desk:
- Ease of use
- Ease of deployment
- Ease of configuration
- Scalability
Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management
- Intuitive Web-based help desk interface

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Reduced time-to-resolution of support tickets
- Minimized operational and overhead costs
- Saved technician time and effort with automation
- Increased help desk productivity and operational efficiency
- Improved quality of support and customer satisfaction
ROI Benefits:
- Mean time to resolution for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.

SolarWinds Web Help Desk Customer Statistic

71% of surveyed IT organizations saved $10,000 – $20,000 or more in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

71%

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.

Web Help Desk Improves “Mean Time to Resolution” for Help Desk & IT Support

After deploying Web Help Desk, how much has your organization improved its “Mean Time To Resolution” when addressing support issues?

Over 80% faster: 16%

60 - 80% faster: 22%

40 - 60% faster: 34%

20 - 40% faster: 15%

Up to 20% faster: 14%

Cost Savings Achieved by Web Help Desk Customers

How much cost savings (resources, personnel, maintenance, overhead, training, etc.) has your organization achieved after using Web Help Desk?

More than $50,000: 21%

$20,000 - $50,000: 21%

$10,000 - $20,000: 33%

Up to $10,000: 24%

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 »

About TechValidate Research

Selected Research Highlights

Case Study: Health Care Company (USA) Uses DameWare for Remote Support Over the Internet

Challenges

Use Case

Results

About DameWare

AP Gas & Electric Improves Ticket Resolution Time by 40-60% after using Web Help Desk

Challenges

Use Case

Results

About SolarWinds Web Help Desk

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

Web Help Desk Improves “Mean Time to Resolution” for Help Desk & IT Support

Cost Savings Achieved by Web Help Desk Customers

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.