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
- Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
- Difficulty discovering and managing hardware and software assets
- An absence of centralized knowledge management and self-service
- Used BMC Track-It! prior to purchasing SolarWinds Web Help Desk.
Use Case
- 15 technicians use Web Help Desk to support 160 end-users.
- Reasons for purchasing Web Help Desk:
- Ease of use
- Ease of deployment
- Ease of configuration
- Scalability
- 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
- Intuitive Web-based help desk interface
- Built-in expandable knowledge base
- IT change management
- Rates Web Help Desk as 4.5 stars out of 5.
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
- 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 60 – 80% faster since deploying Web Help Desk.
- Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.
