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 discovering and managing hardware and software assets
- Used Request Tracker prior to purchasing SolarWinds Web Help Desk.
Use Case
- Have 4 help desk staff, 4 engineers, and 6 programmers using Web Help Desk for tracking issues for 1700 employees.
- Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Ease of deployment
- 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
- 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
- Saved technician time and effort with automation
- 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 40 – 60% faster since deploying Web Help Desk.
- Saved $20,000 – $50,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.
- Rates Web Help Desk as 5 out of 5 stars.
