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


Case Study: Information Security Team at Hospitality Firm Uses DameWare for Remote Support

“DameWare is one of the easiest to use remote administration tools around.”

“DameWare is a very useful product. It is easy to use and navigate. Frequent updates bring additional useful features.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

  • Uses DameWare remote support software to address the following IT requirements and challenges:
    • Support end-users and systems from a central location
    • Perform Windows administration tasks remotely
  • Used remote control freeware 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 remote session with end-users situated outside the network firewall.
  • 80 technicians from Information Security team use DameWare to support 1800 remote locations.
  • Purchased DameWare because of its:
    • Ease of use
    • Superior remote control performance

Results

  • Benefits realized as a result of using DameWare:
    • Decreased time-to-resolution on trouble tickets
    • Achieved cost and time savings
  • Rates DameWare remote support and remote control software 4.5 stars.

SolarWinds DameWare Customer Testimonial

I am the primary IT support at a small rural critical access hospital which includes 5 satellite clinics within 45-mile radius. DameWare enables me to troubleshoot and resolve issues that previously would require a 15 to 30-minute drive in some instances.

David Rogers, IT Director, Quitman County Hospital

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: Higher Ed College Uses Web Help Desk to Support 4,000 Staff & 33,000 Students

“Web Help Desk provides one central place of service and support.”

“It’s one of the very few products that I believe in. It works very well, and produces good results.”

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
    • Difficulty supporting increasing ticket volume
    • 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 Engage and own tools prior to purchasing Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Affordable cost
    • Ease of use
    • Ease of configuration
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • IT asset discovery and inventory management

Results

  • Currently have 60 technicians, and have purchased additional licenses to expand to 190 technicians, covering our entire technical support staff. We are supporting 4,000 staff and 33,000 students."
  • 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 80 – 100% faster since deploying Web Help Desk.
    • Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

90% of Medium Enterprise Organizations Saved Up To $20,000 After Using Web Help Desk

90% of surveyed Medium Enterprise IT organizations saved $10,000 – $20,000 or more in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

90%

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%


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