Case Study: ZCL Composites improves help desk transparency and customer service with Crow Canyon Software

Crow Canyon Corrects Communication Concerns for Consulting Company

ZCL Composites, a Canadian manufacturer of fibreglass storage tank systems, was struggling with a completely outsourced IT support model that created poor communication, limited visibility into work being done, and an inconsistent customer experience. The company needed a better way for end users and IT staff to interact, track issues, and understand support activity, so it turned to Crow Canyon Software and its Help Desk Ticket System for SharePoint.

With Crow Canyon Software’s SharePoint-based help desk, ZCL was able to let users submit tickets directly, automate email communication, and document every interaction in one place. The solution was implemented quickly and proved easy to use, giving management real-time insight through help desk statistics, satisfaction surveys, and customer metrics; ZCL also used the data to create self-help videos and improve service levels.