Case Study: Salvage Direct achieves an 80% drop in monthly support calls and streamlined help-desk management with Alloy Software's Alloy Navigator

Salvage Direct Optimizes Alloy Navigator to Streamline its Help Desk Management Processes

Salvage Direct, a leader in online salvage vehicle auctions with a largely remote workforce, needed a better way to manage IT service requests and track hardware assets like laptops and phones as the company scaled. To improve IT governance and reduce chaos from email-and-spreadsheet tracking, Salvage Direct selected Alloy Navigator from Alloy Software as its service desk and asset management solution.

Alloy Software implemented Alloy Navigator with features such as Mail Connector and a self-service portal, plus Incident and Problem Management workflows that centralized ticketing and surfacing recurring issues. The result: an 80% drop in monthly support calls (from nearly 2,000 to under 300), faster, more accurate resolutions, higher customer satisfaction, and freed help-desk capacity—Salvage Direct is now moving forward to deploy Alloy Navigator’s Change Management capabilities.

Salvage Direct

Jerry Millin

Director of Information Systems