Challenges
- Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Difficulty supporting increasing ticket volume
- Difficulty discovering and managing hardware and software assets
- Used SysAid prior to purchasing SolarWinds Web Help Desk.
Use Case
- Have 5 technicians that use Web Help Desk to support 1,500 students.
- Reasons for purchasing Web Help Desk:
- Ease of deployment
- Ease of configuration
- 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
Results
- Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Minimized operational and overhead costs
- Saved technician time and effort with automation
- 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 40 – 60% faster since deploying Web Help Desk.
- Saved $10,000 – $20,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.
