Challenges
- Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- A 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
- An absence of centralized knowledge management and self-service
- Did not use a help desk tool prior to purchasing SolarWinds Web Help Desk.
Use Case
- Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Ease of deployment
- Availability as on-premises software
- 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
- Applications of Web Help Desk at Horizon Beverage:
- As the traditional IT help desk management software
- To manage for requests to our graphic arts department
- As a basic customer service tool
Results
- Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Saved technician time and effort with automation
- Increased help desk productivity and operational efficiency
- Improved quality of support
- ROI benefits and cost savings:
- Mean time to resolution for help desk and IT support is 60 – 80% faster since deploying Web Help Desk.
- Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.