Original Research on SolarWinds Help Desk and IT Support

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: Kernelsphere Achieves 80-100% Faster Resolution Time After Using Web Help Desk

“Experience is good. Currently using Web Help Desk for one of our clients, and it is very easy to manage.”

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
Used No 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 configuration
- 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
- Built-in expandable knowledge base
- IT change management
- Integration with SolarWinds Orion® platform
- Integration with DameWare® remote support software

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
ROI benefits:
- Mean time to resolution for help desk and IT support is 80 – 100% faster since deploying Web Help Desk.
Rates Web Help Desk as 4.5 stars out of 5.

Educational Institution (USA) Uses Web Help Desk to Support 1500 Students & 450 Staff

5/5 Stars

How our organization uses SolarWinds Web Help Desk:

We have two instances of Web Help Desk – one in our student support area (one full-time staff, 8 student staff), and one in our faculty/staff support area (one full-time manager, 12 student staff). Students can submit their own tickets online, faculty/staff cannot. We have approximately 1500 students and 450 staff on campus.

Would you recommend SolarWinds Web Help Desk?

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.

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%

Case Study: Web Help Desk Speeds Up IT Support for San Jose Unified School District

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 No help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

110 technicians use Web Help Desk to support 1,500 end-users.
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

Results

Has experienced the following benefits and organizational impact as a result of using Web Help Desk:
- Reduced time-to-resolution of support tickets
- Increased help desk productivity and operational efficiency
- Improved quality of support
- Improved customer satisfaction
ROI benefits:
- Mean time to resolution* for help desk and IT support is 40 – 60% faster since deploying Web Help Desk.

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

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

Case Study: Kernelsphere Achieves 80-100% Faster Resolution Time After Using Web Help Desk

Challenges

Use Case

Results

About SolarWinds Web Help Desk

Educational Institution (USA) Uses Web Help Desk to Support 1500 Students & 450 Staff

How our organization uses SolarWinds Web Help Desk:

Would you recommend SolarWinds Web Help Desk?

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

Cost Savings Achieved by Web Help Desk Customers

Case Study: Web Help Desk Speeds Up IT Support for San Jose Unified School District

Challenges

Use Case

Results

About SolarWinds Web Help Desk

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.