Case Study: Hu-Friedy transforms IT support efficiency with Crow Canyon Software

Hu-Friedy Chooses Crow Canyon to Run Efficient Support Help Desk

Hu-Friedy, a global leader in dental instrument manufacturing, needed a better way to manage hundreds of IT service requests each month. Before Crow Canyon Software, support emails were manually read and categorized, ticket ownership was unclear, and issues could be missed or duplicated. Hu-Friedy wanted a solution that worked with SharePoint and could improve visibility, speed, and consistency for its service desk.

Crow Canyon Software implemented Help Desk for SharePoint, adding ticketing, categorization, assignment, status tracking, and escalation alerts when tickets went untouched too long. Hu-Friedy also rolled out self-service ticketing so users could submit requests and check progress themselves, which greatly reduced status-update calls to the support team. The result was a highly satisfied IT organization and a service process that Bob Boatwright said had “one hundred percent transformed” how they handle service requests.

Hu-Friedy

Bob Boatwright

Manager of IT Technical Operations