Case Study: DDOT improves IT ticket response times with Crow Canyon Service Request for SharePoint

DDOT boosts ticket adoption to 90% with Crow Canyon Software

The customer, the Washington D.C. Department of Transportation (DDOT), was facing significant challenges with its internal IT support. Their original ticketing system was difficult to use, leading to low employee adoption, overwhelming walk-in requests, and long resolution times. This situation frustrated staff and damaged the IT team's credibility. DDOT needed a solution that integrated with their familiar Microsoft SharePoint platform. They turned to vendor Crow Canyon Software for a solution.

Crow Canyon Software implemented its Service Request for SharePoint application. This easy-to-use system leveraged DDOT's existing SharePoint interface, requiring no new hardware and ensuring fast user adoption. The solution brought immediate improvements, with ticket submission rates jumping from 5% to 90% of employees. This dramatically increased productivity, eliminated long wait times, and allowed the IT team to provide efficient, first-class support.

DDOT