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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: Web Help Desk Improves Resolution Time By 20% for Bloomington Public Schools

“Evaluated several options and Web Help Desk checked almost everything on our list. We already use SolarWinds and like the integration with that.”

“Has freed up time from the staff member who used to support the existing system. That has added capacity to our support team.”

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
  • Used Home-grown FileMaker Pro based system prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Scalability
  • 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
    • Integration with SolarWinds OrionĀ® platform

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Increased help desk productivity and operational efficiency
    • Improved customer satisfaction
  • ROI benefits and cost savings:
    • Mean time to resolution for help desk and IT support is up to 20% faster since deploying Web Help Desk.
    • Saved $10,000 – $20,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

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%

Large Enterprise Healthcare Organization Uses DameWare to Support 9000 Remote Computers

An IT Professional of a large enterprise health care company is very likely to recommend DameWare for the following reason:

We have about 9000 PCs, laptops, and servers on our domain; and we use DameWare to remote into all of them. We tried a few different applications, but did not find any better than DameWare.

Case Study: Hankins & Anderson (USA) Enhances Remote Administration with DameWare

“I use Dameware every day and it makes my job much easier. It has so many features that allow me to do things remotely.”
“I would recommend DameWare to any organization looking for an affordable, easy-to-use, remote support solution.”
“DameWare provides great value at a low cost.”

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 Active Directory Administration
    • Perform Windows administration tasks remotely
  • Used freeware 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.
  • Uses DameWare to remotely support 170 end-users.
  • Purchased DameWare because of its:
    • Affordable price
    • Ease of deployment, configuration, and use
    • Superior remote control performance
  • Key features of DameWare that helped meet their IT needs:
    • Remote Active Directory management
    • Built-in remote administration tools and system utilities for Windows server administration

Results

  • Benefits realized as a result of using DameWare:
    • Improved time savings
    • Saved money on end-user support
    • Decreased time-to-resolution on trouble tickets
  • Rates DameWare remote support and remote control software as 5 out of 5 stars.

42% of Organizations Realized Cost Savings of $20,000 to $50,000 After Using Web Help Desk

42% of surveyed IT organizations saved $20,000 – $50,000 or more in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

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