SolarWinds Help Desk and IT Support Research Charts

Benefits & Organizational Impact of Using Web Help Desk

Please select the benefits and organizational impact you have experienced as a result of using Web Help Desk.

Reduced time-to-resolution of support tickets	43%
Minimized operational and overhead costs	21%
Saved technician time and effort with automation	50%
Increased help desk productivity and operational efficiency	64%
Improved quality of support	58%
Improved customer satisfaction	45%
Other	10%

What benefits or organizational impact has your organization seen as a result of using DameWare?

Increased ticket capacity and overall technician productivity	44%
Increased end-user satisfaction	54%
Time savings	79%
Saving money on end-user support	33%
Decreased time-to-resolution on trouble tickets	77%
Other	3%

How much cost savings (resources, personnel, maintenance, overhead, training, etc.) has your organization achieved after using Web Help Desk?

More than $50,000: 21%

$20,000 - $50,000: 21%

$10,000 - $20,000: 33%

Up to $10,000: 24%

After deploying Web Help Desk, how much has your organization improved its “Mean Time To Resolution” when addressing support issues?

Over 80% faster: 16%

60 - 80% faster: 22%

40 - 60% faster: 34%

20 - 40% faster: 15%

Up to 20% faster: 14%