Case Study: Hu-Friedy streamlines IT support with Crow Canyon Software’s Help Desk for SharePoint

Hu-Friedy transforms service requests for 450+ employees with Crow Canyon Software

Hu-Friedy, a global leader in dental instrument manufacturing, faced a challenge in managing hundreds of monthly IT service requests. Their process, which relied on a single shared email inbox, was cumbersome, inefficient, and lacked visibility, leading to confusion and unresolved tickets. To streamline operations, Manager of IT Technical Operations Bob Boatwright sought a new help desk solution integrated with SharePoint and chose Crow Canyon Software.

Crow Canyon implemented its Help Desk for SharePoint, which provided an organized system for ticketing, categorization, assignment, and tracking. The solution included an alert feature to escalate stale tickets and a self-service portal for users. This transformed Hu-Friedy's support process, dramatically reducing status-update calls and ensuring prompt, effective ticket resolution for their 450-plus employees.

Hu-Friedy