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.)
- Used in-house tool prior to purchasing SolarWinds Web Help Desk.
Use Case
- Reasons for purchasing Web Help Desk:
- Ease of use
- Ease of deployment
- Scalability
- Functionality
- 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 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
- Minimized operational and overhead costs
- Saved technician time and effort with automation
- Increased help desk productivity and operational efficiency
- Improved quality of support
- Improved customer satisfaction
- To be able to see the client’s computer and remote right to it helps tremendously
- ROI benefits:
- Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.
