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.)
- Difficulty discovering and managing hardware and software assets
- Absence of centralized knowledge management and self-service
- Used an outdated tool which was very limited in functionality prior to purchasing SolarWinds Web Help Desk.
Use Case
- Use Web Help Desk for ticket creation, management, resolution and reporting for managers. There are about 25 technicians supporting 500-999 users.
- Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Ease of deployment
- 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
- Built-in expandable knowledge base
- IT change management
Results
- Has experienced 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
- Improved customer satisfaction
- ROI benefits:
- Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk.
