Case Study: Tektronix achieves faster web request turnaround and a 60% workload reduction with Agiloft

Simplifying Website and Content Management

Tektronix, a more than 60‑year‑old test and measurement company, was overwhelmed by high volumes of website and collateral change requests managed in Excel. The manual process made tracking, accountability, escalation, and reporting difficult, produced slow response and turnaround times, and required a hosted, cost‑effective SaaS solution.

Tektronix deployed Agiloft’s SaaS Help Desk, quickly customizing it into a Web Request app with under 20 hours of consultant help. The centralized system captures all communications, lets requesters view and escalate tickets, and provides ready reporting; as a result response time is guaranteed within 24 hours, completion dropped to 3–4 days (from 6–7), the manager’s workload fell ~60–70%, duplicate requests declined (shrinking the queue ~30%), and the 17‑member team now closes about 170 requests per month.

Tektronix

Sarah Danforth

Web Design Team Manager