TechValidate Research on SolarWinds Help Desk and IT Support


Case Study: Educational Institution Replaces CA Service Desk Manager with Web Help Desk

Challenges

  • Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
    • We were using another more expensive system so cost was one of the attractions.
  • Used CA Service Desk Manager prior to purchasing SolarWinds Web Help Desk.

Use Case

  • Over 400 technicians and multiple areas outside of IT use Web Help Desk in various ways.
  • Reason for purchasing Web Help Desk:
    • Affordable cost

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
    • Improved customer satisfaction




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.


More Research on SolarWinds Help Desk and IT Support