SolarWinds Help Desk and IT Support Case Study: Evangelical Christian Credit Union Replaces HEAT Software with Web Help Desk

Case Study: Evangelical Christian Credit Union Replaces HEAT Software with Web Help Desk

“I would recommend Web Help Desk. It is easy to configure and it just works.”

“I can respond to our users from our phone. I don’t have to be onsite to resolve and update issues.”

Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Difficulty discovering and managing hardware and software assets
Used HEAT Service Management prior to purchasing SolarWinds Web Help Desk.

10 technicians use Web Help Desk to support about 190 end-users.
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Phone app, call notifications when I am not at work.
Key use cases of Web Help Desk that led to purchase:
- Built-in expandable knowledge base
- Integration with DameWare® remote support software
- Easy to configure.

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- 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
ROI benefits and cost savings:
- Mean time to resolution for help desk and IT support is 80 – 100% 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.