Services and Solutions
Multi-Factor Authentication (MFA)
Mobile Device Management (MDM)
Industry
IT Services
Organization Size
11-50 employees
The Challenge
The Problem
The organization faced significant challenges with their previous IT support structure. They had no formal ticketing system and were resistant to adopting a new one due to concerns over costs and the resources required to train their team. As they switched IT providers to Plow Networks, they sought a solution that would minimize overhead while providing adequate support capabilities.
The Goals
- To avoid the costs and complexities associated with implementing and maintaining a new ticketing system.
- To utilize Plow Networks’ existing ticketing infrastructure for their internal IT needs without requiring extensive training or team expansion.
- To ensure a seamless flow of support between their internal team and Plow Networks.
THE APPROACH
Initial Engagement
Plow Networks initiated a series of discovery calls to understand the organization’s specific needs regarding ticket flow, notification preferences, and other functionalities. This collaborative approach helped to identify the exact requirements for their internal IT support.
Configuration and Iteration
After gathering insights during the discovery phase, Plow Networks conducted several iterations of the ticketing system configuration. This process included:
- Demonstrating the proposed setup.
- Incorporating feedback from the organization’s IT team.
- Making adjustments to ensure that the system met their operational needs.
Implementation
Once the configuration was finalized, the organization was integrated into Plow Networks’ ticketing system. Users could now submit requests via a dedicated support email, which directed tickets into the system accessible by their internal IT team.
In an era where every moment counts, how can a strategic partnership enhance operational efficiency while minimizing costs and complexity in IT support?
“We needed a multichannel ticketing solution that ensured tickets were automatically assigned to the correct internal or external support group. We were able to leverage Plow’s existing ticketing system to meet our needs while providing the end user with a single interface to enter support tickets.”
Director of Information Technology
Streamlining IT Support with an Integrated Ticketing System
The fast-paced business environment makes efficient IT support crucial for maintaining operational effectiveness. This case study explores how a mid-sized organization transitioned from a legacy managed service provider (MSP) to Plow Networks, optimizing their internal IT support by leveraging Plow Networks’ existing ticketing system.
Ticket Management Process
Automated Ticket Routing
To enhance efficiency, tickets are automatically routed to the appropriate team members based on ticket type. This ensures that each request is handled by the most qualified technician, optimizing resolution times.
After-Hours Coverage
For tickets submitted after regular working hours, an automated system routes these to Plow Networks. This guarantees continuous support and eliminates gaps in service, ensuring critical issues are addressed promptly, even when the internal team is unavailable.
Ticket Handling
Their IT team could address tickets within their expertise.
Escalation Process
For more complex issues that fell outside their scope, tickets could be escalated directly to Plow Networks for resolution.
Escalation Process
For more complex issues that fell outside their scope, tickets could be escalated directly to Plow Networks for resolution.
Benefits
Simplified Operations
The organization now pays a straightforward licensing fee each month for access to Plow Networks’ ticketing system. This eliminates the need for a dedicated team to maintain the system, reducing overall operational costs.
Customization and Reporting
For specialized needs, such as routing tickets to technicians based on geographical areas or generating custom reports, the organization can request modifications through a MACD (Moves, Adds, Changes, Deletions) charge. This flexibility allows them to tailor the ticketing system to their specific requirements without incurring substantial overhead.
Conclusion
The collaboration between Plow Networks and the organization resulted in a streamlined IT support process that effectively addressed their initial concerns about implementing a new ticketing system. By utilizing Plow Networks’ existing infrastructure, the organization benefited from a more efficient workflow, reduced administrative burdens, and the ability to focus on core operations while ensuring that their IT needs were met. This case exemplifies the value of strategic partnerships and the importance of adaptable solutions in modern business environments.
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