Case Study: ZCL Composites improves IT help desk communication and transparency with Crow Canyon Software

Crow Canyon’s SharePoint Help Desk Relieves Outsourced IT Headaches at ZCL Composites

ZCL Composites, a Canadian manufacturer of fiberglass storage tank systems for the petroleum industry, was struggling with a fully outsourced IT help desk that lacked clear communication, transparency, and visibility into the work being done. The company needed a better way to manage user support requests and understand service performance, so it turned to Crow Canyon Software and its Help Desk Ticket System for SharePoint.

Crow Canyon Software implemented a SharePoint-based help desk that let users submit tickets directly, automated email communication, and gave ZCL better tracking, reporting, and survey capabilities. The system was reportedly up and running in just a couple of hours, and ZCL quickly gained clearer insight into support activity, improved customer service, and the ability to create self-help videos based on help desk statistics. The company also benefited from responsive support from Crow Canyon Software, including a URL issue that was fixed within 24 hours.

ZCL Composites

Mohit Robinson

IT Director