Case Study: Kansas City Public Library improves IT service and closes 70% of cases within a day with BOSS Support Central

Kansas City Public Library provides great customer service with BOSS ITSM

The Kansas City Public Library was facing significant challenges with its outdated, homegrown ticketing system, which was based on an Access database. Their IT department, led by Director of IT Mark Nordike, could not define service level agreements (SLAs), track open cases, or resolve issues in a timely manner, leading to low user satisfaction. They sought a more robust solution and evaluated several systems, including BOSS's Support Central.

After selecting BOSS for its features and value, the library implemented BOSS Support Central and was fully operational within two days. The built-in reporting and inventory management features were immediately effective. As a result, 70% of cases are now closed within a single day, staff satisfaction has greatly improved, and end-user opinion of customer service has risen from low to extremely high. Nordike highly endorsed the BOSS solution.

Kansas City Public Library

Mark Nordike

Director of IT