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AP Gas & Electric Improves Ticket Resolution Time by 40-60% after using Web Help Desk

“Service has generally been strong. Web Help Desk works very well for us.”

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
    • 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 no help desk tool prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Reasons for purchasing Web Help Desk:
    • Ease of use
    • Ease of deployment
    • Ease of configuration
    • Scalability
  • Key use cases of Web Help Desk that led to purchase:
    • Centralized and automated ticketing management
    • Intuitive Web-based help desk interface

Results

  • Realized the following benefits and organizational impact as a result of using Web Help Desk:
    • Reduced time-to-resolution of support tickets
    • Minimized operational and overhead costs
    • Saved technician time and effort with automation
    • Increased help desk productivity and operational efficiency
    • Improved quality of support and customer satisfaction
  • 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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