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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: Samsung Electronics Co., Ltd. Replaces Spiceworks with Web Help Desk

Challenges

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Difficulty supporting increasing ticket volume
- Complexity with handling tickets from multiple channels (email, phone, chat, etc.)
Used Spiceworks prior to purchasing SolarWinds Web Help Desk.

Use Case

Reason for purchasing Web Help Desk:
- Scalability
Key use cases of Web Help Desk that led to purchase:
- Built-in expandable knowledge base
- IT change management

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Increased help desk productivity and operational efficiency
- Improved quality of support
ROI benefits:
- Mean time to resolution for help desk and IT support is 40 – 60% 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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