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
- Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
- Absence of centralized knowledge management and self-service
Use Case
- Reasons for purchasing Web Help Desk:
- Affordable cost
- 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
- Integration with SolarWinds Orion® platform
Results
- Realized 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 and cost savings:
- Mean time to resolution for help desk and IT support is 20 – 40% faster since deploying Web Help Desk.
- Saved $10,000 – $20,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.
