Case Study: Wolters Kluwer Health achieves centralized, scalable IT support across New Zealand, Japan and Australia with Alloy Software's Alloy Navigator

Wolters Kluwer Health Taps Alloy for it Service Solution

Wolters Kluwer Health faced a growing IT support challenge: its Auckland service desk — supporting offices in New Zealand, Japan and Australia — had outgrown Track‑It! and struggled with manual ticket creation, no alerts or escalations, and limited scalability. To modernize and centralize help‑desk operations for around 250 staff across three countries, the company evaluated vendors and selected Alloy Software’s Alloy Navigator as the replacement.

Alloy Software implemented Alloy Navigator (SQL/IIS backend and web self‑service portal), enabling automatic ticket routing, email alerts, mandatory data capture, and extensive custom workflows (over 200 business rules), plus asset, purchase order and loan tracking. The deployment was completed in weeks and now handles more than 350 tickets resolved monthly, delivers robust reporting and trend analysis, reduces manual work and costs, and provides centralized support across locations — with Wolters Kluwer Health citing improved user satisfaction and strong vendor support from Alloy Software.

Wolters Kluwer Health

Brian Leybourne

Operations Engineer