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
- Difficulty supporting increasing ticket volume
- 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 Engage and own tools prior to purchasing Web Help Desk.
Use Case
- Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Ease of configuration
- Scalability
- Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management
- IT asset discovery and inventory management
Results
- Currently have 60 technicians, and have purchased additional licenses to expand to 190 technicians, covering our entire technical support staff. We are supporting 4,000 staff and 33,000 students."
- Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Reduced time-to-resolution of support tickets
- 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 80 – 100% faster since deploying Web Help Desk.
- Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.
