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TechValidate Research on SolarWinds Help Desk and IT Support

TechValidate Customer Research Library / SolarWinds / SolarWinds Help Desk and IT Support / Case Studies /

Case Study: King Alfred’s Academy Speeds Up Ticket Resolution Time by Using Web Help Desk

“Web Help Desk gave us the ability to prioritize work, allowed us to manage a history of problems, and allowed us to report on where technicians were spending their time.”

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Lack of monitoring and reporting for tracking ticket status and customer support needs
Used No help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

15 technicians use Web Help Desk to support up to 400 end-users.
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Availability as on-premises software
Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management

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 customer satisfaction
ROI benefits:
- Mean time to resolution for help desk and IT support is 80 – 100% faster since deploying Web Help Desk.

About This Data

This data was sourced directly from verified users of SolarWinds Help Desk and IT Support by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

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