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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: Web Help Desk Improves Resolution Time By 20% for Bloomington Public Schools

“Evaluated several options and Web Help Desk checked almost everything on our list. We already use SolarWinds and like the integration with that.”

“Has freed up time from the staff member who used to support the existing system. That has added capacity to our support team.”

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
Used Home-grown FileMaker Pro based system prior to purchasing SolarWinds Web Help Desk.

Use Case

Reasons for purchasing Web Help Desk:
- Ease of use
- Scalability
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
- Integration with SolarWinds Orion® platform

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- 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 up to 20% faster since deploying Web Help Desk.
- Saved $10,000 – $20,000 in resources, personnel, maintenance, overhead, and training by using 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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