SolarWinds Help Desk and IT Support Case Studies : Page 2

Case Study: Carmike Cinemas Achieves 100% Faster Ticket Resolution Time with Web Help Desk

“We are more than satisfied with our decision to purchase Web Help Desk. It has every feature that we require in our particular environment. It is simple to use, fully customizable, and integrates with several other SolarWinds products. Obtaining technical support from SolarWinds is also easy and extremely fast. This product is receiving regular updates and continues to grow and improve over time.”

“SolarWinds is easy to use for an end-user; and is extremely configurable, and easy to navigate for a technician. It has all of the necessary tools required to efficiently operate a help desk.”

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.)
- Absence of centralized knowledge management and self-service
Used Altiris Helpdesk from Symantec 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
- Built-in expandable knowledge base
- Integration with SolarWinds Orion® platform
Applications of Web Help Desk in customer environment:
- Merging and assigning Parent-Child relations available in Web Help Desk.
- Ticket filtering was not available for us in our last help desk. Viewing ticket updates much easier with Web Help Desk.
- Communication to the end-user using help desk is much easier.
- Our last help desk had no function to email and log information within a ticket. We had to use a separate email to communicate updates to the end-user.
- Web Help Desk reports allow for me to monitor and evaluate the help desk administrators’ performance.

Results

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
- Improved customer satisfaction
  *ROI benefits:
- Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk.
Rates Web Help Desk as 5 out of 5 stars.

Case Study: Safe Horizon Gains 100% Faster Ticket Resolution Time with Web Help Desk

“I would recommend Web Help Desk because it solved all of our needs in a short period of time when we migrated from our old system.”
Our company has been using Web Help Desk for the past 4 plus years and it has met all our needs thus far including the reporting feature and the dashboard."

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 an outdated tool which was very limited in functionality prior to purchasing SolarWinds Web Help Desk.

Use Case

Use Web Help Desk for ticket creation, management, resolution and reporting for managers. There are about 25 technicians supporting 500-999 users.
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
- Built-in expandable knowledge base
- IT change management

Results

Has experienced 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
- Improved customer satisfaction
ROI benefits:
- Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk.

Case Study: Higher Ed College Uses Web Help Desk to Support 4,000 Staff & 33,000 Students

“Web Help Desk provides one central place of service and support.”

“It’s one of the very few products that I believe in. It works very well, and produces good results.”

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.

Case Study: The Corvallis Clinic Improves Customer Satisfaction by Using Web Help Desk

“We are able to resolve tickets in a timelier manner, and our customer satisfaction scores are improving. Staff are documenting more information and we are creating self-help pages as a result.”

“Web Help Desk has an easy-to-use interface, is very customizable, and has good quality reporting.”

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.)
- Absence of centralized knowledge management and self-service

Use Case

Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Ease of deployment
- Ease of configuration
- Scalability
- 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
- Integration with SolarWinds Orion® platform

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Reduced time-to-resolution of support tickets
- 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 20 – 40% faster since deploying Web Help Desk.
Saved $10,000 – $20,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.

Case Study: Educational Institution (Texas, USA) Replaces BMC Track-It! with Web Help Desk

“Web Help Desk is easy to set up and use. And the price is very competitive.”

Challenges

Used BMC Track-It! prior to purchasing SolarWinds Web Help Desk.
Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Cost associated with continued use of existing product.

Use Case

8 technicians use Web Help Desk to support 750 end-users."
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management
- IT asset discovery and inventory management

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Saved technician time and effort with automation
- Improved quality of support
ROI benefits and cost savings:
Saved up to $10,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.
Rates SolarWinds Web Help Desk as 4.5 out of 5 stars.

Case Study: Web Help Desk Improves Resolution Time By 20% for Bloomington Public Schools

“Evaluated several options and Web Help Desk checked almost everything on our list. We already use SolarWinds and like the integration with that.”

“Has freed up time from the staff member who used to support the existing system. That has added capacity to our support team.”

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
Used Home-grown FileMaker Pro based system prior to purchasing SolarWinds Web Help Desk.

Use Case

Reasons for purchasing Web Help Desk:
- Ease of use
- Scalability
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
- Integration with SolarWinds Orion® platform

Results

Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Increased help desk productivity and operational efficiency
- Improved customer satisfaction
ROI benefits and cost savings:
- Mean time to resolution for help desk and IT support is up to 20% faster since deploying Web Help Desk.
- Saved $10,000 – $20,000 in resources, personnel, maintenance, overhead, and training by using Web Help Desk.

Case Study: C.R. England Inc. Uses Web Help Desk for Ticket Tracking & Saved Up To $50,000

“Ticket tracking is important, and out of all the tools I’ve used in the past, Web Help Desk has offered the best ticket tracking system.”

“Automation makes my technicians argue less, so I feel I don’t have to babysit as much. Additionally, the automated reports emailed to me every morning takes several report running tasks out of the way everyday.”

“Reporting and dashboard options make a day’s view so easy, I feel like I can get more done.”

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 discovering and managing hardware and software assets
Used Request Tracker prior to purchasing SolarWinds Web Help Desk.

Use Case

Have 4 help desk staff, 4 engineers, and 6 programmers using Web Help Desk for tracking issues for 1700 employees.
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Ease of deployment
- Scalability
- 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
- Built-in expandable knowledge base
- IT change management
- Integration with SolarWinds Orion® platform

Results

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
- Improved customer satisfaction
ROI benefits and cost savings:
- Mean time to resolution for help desk and IT support is 40 – 60% 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.

Case Study: Horizon Beverage Saves Over $50,000 After Using Web Help Desk

“We can identify key issues within our organization based on the types of tickets we receive. We can direct training in the proper areas based on tickets as well.”

“I like the simplicity and how quickly we were up and running.”

“Web Help Desk is easy in learning and setup. It gives you the ability to change as your ideas and procedures change.”

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.

Case Study: Codilis & Associates, P.C. Saves Over $100,000 After Using Web Help Desk

“One of the key features of Web Help Desk is centralized contacts and problem tracking. Before Web Help Desk, there was very little accountability or effort tracking.”

“I would recommend Web Help Desk as it is cost effective, easy to use, and easy to implement. It is rock solid and is well-designed.”

Challenges

“There used to be no help desk system where I currently work. I researched a bunch of different offerings, and SolarWinds Web Help Desk seemed to be the best for this organization.”

Use Case

There are 13 technicians that use Web Help Desk to track all IT related projects and problems.
Reasons for purchasing Web Help Desk:
- Affordable cost
- Ease of use
- Availability as on-premises software
Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management
- Intuitive Web-based help desk interface
- IT change management

Results

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
- Improved customer satisfaction
ROI benefits and cost savings:
- Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk
- Saved over $100,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk
Rates Web Help Desk as 5 out of 5 stars.

Case Study: DameWare Delivers on its ROI for Medium Enterprise Retail Company (Canada)

“DameWare is a very value product that delivers on its ROI. Its easy to use, and the interface is very user friendly.”
“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
Used Microsoft RDP for initiating remote connections before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Saved money on end-user support
- Achieved time savings
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: Network Embedded Technologies Gains From DameWare & Web Help Desk Integration

“DameWare is very ease to use, and delivers good value for money.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
- Provide remote support to systems outside the network firewall
- Provide remote Active Directory administration

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Has 10 IT technicians using DameWare to support users and systems in 54 branches.
Integrated DameWare with Web Help Desk for:
- Initiating remote control session from the help desk
- Importing remote session information into help desk tickets
Purchased DameWare because of its ease of deployment, configuration, and use.
Key features of DameWare that helped meet their IT needs:
- Built-in remote administration tools and system utilities for Windows server administration
- Remote Active Directory management

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Achieved time savings
- Saved money on end-user support

Case Study: Region Syddanmark (Denmark) Uses DameWare to Manage & Support Remote Computers

“DameWare delivers good value for money, and is easy to implement and use.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
Used freeware for remote connections before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode. Uses DameWare Mobile Gateway to initiate remote connection from mobile devices.
Has about 30 IT technicians using DameWare to provide remote support to end customers.
Key features of DameWare that helped meet their IT needs:
- Remote Active Directory management
- Built-in remote administration tools and system utilities for Windows server administration

Results

Realized the following improvements with DameWare:
- Increased end-user satisfaction
- Improved time savings
- Saved money on end-user support
- Decreased time-to-resolution on trouble tickets

Case Study: Miami-Dade County Public Schools (USA) Replaces pcAnywhere with DameWare

“DameWare is easy to install and operate. Enables quick turnaround in problem solving.”

“DameWare is a vital tool. We use it every day.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote control software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Provide remote Active Directory administration
Used Symantec pcAnywhere before purchasing DameWare.

Use Case

Uses DameWare Mini Remote Control.
Deployed DameWare in the centralized mode.
Has about 35 IT technicians using DameWare to support 362 school cafeteria computers.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Decreased time-to-resolution on trouble tickets
- Improved end-user satisfaction
- Cost and time savings
Rates DameWare remote control software as 4.5 out of 5 stars.

Case Study: Global 500 Pharmaceuticals Company (Sweden) Uses DameWare for Remote Support

“I think DameWare is the best tool for remote assistance on the market. It is easy to use and provides all the tools you need in one affordable package.”

“I think DameWare is a very helpful tool, that gives you access to all the remote administration tools you need from a single user interface.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
Used no tool or solution before purchasing DameWare

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Has a team of 15 IT technicians using DameWare to support 200-300 remote computers.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance
Key features of DameWare that helped meet their IT needs:
- Remote Active Directory management
- Built-in remote administration tools and system utilities for Windows server administration

Results

Benefits realized as a result of using DameWare:
- Cost and time savings
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: Financial Services Company (USA) Simplifies Desktop Support with DameWare

“I have used DameWare for years, and I think its a great tool.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Perform Windows administration tasks remotely
- Provide remote Active Directory Administration
Used home-grown tools and/or scripts for remote connections before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Has a team of 15 help desk and desktop support technicians using DameWare to support 1500 remote computers.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance
Key features of DameWare that helped meet their IT needs:
- Remote Active Directory management
- Built-in remote administration tools and system utilities for Windows server administration

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Cost and time savings
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: Information Security Team at Hospitality Firm Uses DameWare for Remote Support

“DameWare is one of the easiest to use remote administration tools around.”

“DameWare is a very useful product. It is easy to use and navigate. Frequent updates bring additional useful features.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
Used remote control freeware before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode to initiate secure remote session with end-users situated outside the network firewall.
80 technicians from Information Security team use DameWare to support 1800 remote locations.
Purchased DameWare because of its:
- Ease of use
- Superior remote control performance

Results

Benefits realized as a result of using DameWare:
- Decreased time-to-resolution on trouble tickets
- Achieved cost and time savings
Rates DameWare remote support and remote control software 4.5 stars.

Case Study: Large Enterprise Health Care Company Supports 9000 Computers with DameWare

“We use DameWare to remote into all PCs, laptops, and servers. We have about 9000 PCs and laptops on our domain. We tried a few different applications but did not find any that were better than DameWare.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
- Provide remote Active Directory Administration
Used Microsoft NetMeeting and RDP before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Provides support for 9000 PCs and laptops across the organization using DameWare.
Integrated DameWare with Web Help Desk for:
- Initiating remote control session from the help desk
- Importing remote session information into help desk tickets
Key features of DameWare that helped meet their IT needs:
- Remote Active Directory management
- Built-in remote administration tools and system utilities for Windows server administration

Results

Benefits realized as a result of using DameWare:
- Increased end-user satisfaction
- Achieved cost and time savings
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: Health Care Company (USA) Uses DameWare for Remote Support Over the Internet

“DameWare is a great tool for remoting into computers and working with users remotely.”
“DameWare provides terrific value for remote support at a terrific price.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Provide remote sessions to systems outside of the network firewall
- Perform Windows administration tasks remotely
- Provide remote Active Directory Administration
Used Systems Management Server (SMS) for remote support before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode to initiate secure over-the-Internet remote sessions.
Has a team of 37 IT technicians using DameWare to support 2000 end-users.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Decreased time-to-resolution on trouble tickets
- Improved end-user satisfaction
- Saved money on end-user support
- Achieved time savings
Rated DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: GFI Group Inc. (USA) Centralizes End-User Support with DameWare

“For what we do here, DameWare is the perfect tool.”

“DameWare is a strong product. It is simple to use and comes with competitive pricing.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote control software to address the following IT requirement and challenge:
- Support end-users and systems from a central location
Used freeware to initiate remote sessions before purchasing DameWare.

Use Case

Uses DameWare Mini Remote Control.
Provides remote support to over 600 end-users with DameWare.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Achieved time savings
- Saved money on end-user support
Rates DameWare remote control software as 4.5 stars.

Case Study: DameWare Remote Support Benefits Desktop Support Team at Minnesota State Govt.

“DameWare is a remote support tool that any help desk or support technician should not be without.”

“DameWare is an easy-to-use, fast, very powerful tool.”

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
- Provide remote Active Directory Administration

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Has a team of 15 IT technicians using DameWare to support 1000 end-users.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance
Key features of DameWare that helped meet their IT needs:
- Remote Active Directory management
- Built-in remote administration tools and system utilities for Windows server administration

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Saved money on end-user support
- Time savings
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: Hankins & Anderson (USA) Enhances Remote Administration with DameWare

“I use Dameware every day and it makes my job much easier. It has so many features that allow me to do things remotely.”
“I would recommend DameWare to any organization looking for an affordable, easy-to-use, remote support solution.”
“DameWare provides great value at a low cost.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Provide remote Active Directory Administration
- Perform Windows administration tasks remotely
Used freeware for remote support before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Uses DameWare to remotely support 170 end-users.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance
Key features of DameWare that helped meet their IT needs:
- Remote Active Directory management
- Built-in remote administration tools and system utilities for Windows server administration

Results

Benefits realized as a result of using DameWare:
- Improved time savings
- Saved money on end-user support
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: Arkansas Department of Correction Uses DameWare to Support 3200 End-Users

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”

Challenges

Uses DameWare remote control software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Perform Windows administration tasks remotely
Used home-grown tools and/or scripts before purchasing DameWare.

Use Case

Uses DameWare Mini Remote Control
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance
Has a team of 12 IT technicians using DameWare to support 3200 end-users across the organization.

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Decreased time-to-resolution on trouble tickets
- Cost and time savings
Rates DameWare remote control software as 5 out of 5 stars.

Case Study: DameWare Reduces Ticket Resolution Time for Arvato Services (USA)

“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”
“DameWare makes your work pretty simple and efficient.”
“DameWare will help you to minimize workload and improve efficiency.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Provide remote Active Directory Administration
Used remote control freeware before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode.
Integrated DameWare with Web Help Desk for:
- Initiating remote control session from the help desk
- Importing remote session information into help desk tickets
Has a team of 26 IT technicians using DameWare for IT administration and support.
Purchased DameWare because of its:
- Affordable price
- Ease of deployment, configuration, and use
- Superior remote control performance
Key features of DameWare that helped meet their IT needs:
- Remote Active Directory management
- Built-in remote administration tools and system utilities for Windows server administration

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Improved end-user satisfaction
- Cost and time savings
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 5 out of 5 stars.

Case Study: Professional Services Company Uses DameWare to Improve Support Productivity

“DameWare increases productivity for desktop technicians.”
“I would recommend DameWare to any organization looking for an affordable, easy-to-use remote support solution.”
“Awesome remote tool allowing desktop teams to quickly resolve issues without having to physically go hands on with a system.”

Challenges

Uses DameWare remote support software to address the following IT requirements and challenges:
- Support end-users and systems from a central location
- Provide remote support to systems outside the network firewall
- Support end-users from anywhere via mobile device (iOS, Android)
- Perform Windows administration tasks remotely
Used hosted/cloud-based services before purchasing DameWare.

Use Case

Uses the following DameWare products:
- DameWare Remote Support
- DameWare Mini Remote Control
Deployed DameWare in the centralized mode. Uses DameWare Mobile Gateway to initiate remote connection from mobile devices.
Decided to buy DameWare because of its superior remote control performance.
Uses DameWare to support 400 end-users and 150 servers.

Results

Benefits realized as a result of using DameWare:
- Increased ticket capacity and overall technician productivity
- Increased end-user satisfaction
- Improved time savings
- Decreased time-to-resolution on trouble tickets
Rates DameWare remote support and remote control software as 4.5 stars.

TechValidate Research on SolarWinds Help Desk and IT Support

54 Case Studies – Page 2 of 2

Case Study: Carmike Cinemas Achieves 100% Faster Ticket Resolution Time with Web Help Desk

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About SolarWinds Web Help Desk

Case Study: Safe Horizon Gains 100% Faster Ticket Resolution Time with Web Help Desk

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About SolarWinds Web Help Desk

Case Study: Higher Ed College Uses Web Help Desk to Support 4,000 Staff & 33,000 Students

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About SolarWinds Web Help Desk

Case Study: The Corvallis Clinic Improves Customer Satisfaction by Using Web Help Desk

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About SolarWinds Web Help Desk

Case Study: Educational Institution (Texas, USA) Replaces BMC Track-It! with Web Help Desk

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About SolarWinds Web Help Desk

Case Study: Web Help Desk Improves Resolution Time By 20% for Bloomington Public Schools

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About SolarWinds Web Help Desk

Case Study: C.R. England Inc. Uses Web Help Desk for Ticket Tracking & Saved Up To $50,000

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About SolarWinds Web Help Desk

Case Study: Horizon Beverage Saves Over $50,000 After Using Web Help Desk

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About SolarWinds Web Help Desk

Case Study: Codilis & Associates, P.C. Saves Over $100,000 After Using Web Help Desk

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About SolarWinds Web Help Desk

Case Study: DameWare Delivers on its ROI for Medium Enterprise Retail Company (Canada)

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About DameWare

Case Study: Network Embedded Technologies Gains From DameWare & Web Help Desk Integration

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About DameWare

Case Study: Region Syddanmark (Denmark) Uses DameWare to Manage & Support Remote Computers

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About DameWare

Case Study: Miami-Dade County Public Schools (USA) Replaces pcAnywhere with DameWare

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About DameWare

Case Study: Global 500 Pharmaceuticals Company (Sweden) Uses DameWare for Remote Support

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About DameWare

Case Study: Financial Services Company (USA) Simplifies Desktop Support with DameWare

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About DameWare

Case Study: Information Security Team at Hospitality Firm Uses DameWare for Remote Support

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