Indiana Wesleyan University (IWU)
Results to the tune of 800%
After years of steady enrollment growth, the IT Support Center needed to make some big changes in order to keep up with demand for IT services. Our old ticketing system, while workable, wasn’t flexible and limited our ability to adapt our processes to changing needs.
After evaluating numerous solutions, we selected iSupport Service Desk edition because it was deeply customizable and could be easily configured to meet our unique requirements.
Exceedio Gets Connected
"Simple, yet very Poweful." - Mat Gafke, CEO
“We have a very mobile workforce and we needed a system that would allow our technicians to stay connected whenever they were outside our network,” - Mat Gafke, CEO
iSupport gave us the fully web- based, SQL-backed solution we were looking for. Another benefit to Exceedio was iSupport’s ability to double as a billing management solution.
Our workforce is able to connect outside our network, and having the ability to manage tickets from the job site or home is huge.
"Quite simply, iSupport is a high quality product." - Dominic Nash, Debenhams
The Debenhams Human Resource department needed an internal service center to handle all of its human resource requirements— everything from registering new employees to coordinating training courses and even scheduling pay raises for over 106 stores.
Debenhams decided to implement iSupport, a comprehensive
IT help desk/customer service application that allows human resource departments to coordinate, manage, and track activities.
"iSupport … keeps any problems under control." - Jenny Fraser, Phillips Semiconductor
The need to find a solution that was compatible with IBM® Lotus Notes®/DominoTM, thus leveraging existing technology. Furthermore, we needed a solution robust enough to provide technicians with the most comprehensive information on an at-need basis.
Jenny Fraser, Philips IT Help Desk Team Leader, reported, “We have 500 users on site who require our assistance. c.Support helps us log problems, recognize the skills required to resolve them and then identify the most appropriate technician for the task.”
interState Net Bank
Streamlining support for a better solution.
As we became more and more busy, issues were beginning to slip through the cracks. We needed
to implement a system that would allow us to track, coordinate and manage all the incidents that came our way.
One of the keys for interState are the reporting capabilities of iSupport. “We can now quickly see a lot of information presented in a variety of ways and because we are a bank, the more documentation the better." - Alex Alabiso
Loyalty and support since 1998
We were using a custom-made, UNIX-based application that consisted of a handful of pre made forms. Having all our eggs in one basket began to worry us. We were scared that if anything ever happened to the application creator, then we would be in big trouble.
iSupport has helped our support processes. We now have much better follow-up, and fewer items ever fall through the cracks.
We also liked that c.Support was an ‘out-of-the-box’ solution that still had the ability to grow with us as our needs evolved.
iSupport is a robust help desk software solution with core incident management features as well as ITIL-based problem and change management functionality, integrated knowledge and asset management features, and much more. It is highly scalable for handling your unique processes and methodologies.