Case Study: TierPoint achieves a unified, scalable service desk for rapid acquisitions with Agiloft

IT Services Leader’s Acquisitions Require Flexible Service Desk

TierPoint, a fast-growing national IT services provider that expanded more than 400% through acquisitions, needed a unified service request system to replace multiple legacy ticketing platforms. With frequent mergers and unique customer workflows, the company required a scalable, highly configurable solution that could be integrated quickly and adapted without heavy coding to avoid “painting itself into a corner.”

TierPoint selected Agiloft, whose configurable platform and full API access let the team mimic prior systems and roll out a single service desk across multiple launches. The result was one enterprise-wide system that absorbed change during acquisitions, preserved customer workflows from competing solutions, and delivered unified visibility and faster integrations across the growing organization.

TierPoint

Nathan Kring

Software Architect