Case Study: Milliman achieves flexible, efficient help desk support with Crow Canyon Software

Milliman - Customer Case Study

Milliman, a global actuarial products and services firm with 18 independently run help desks, needed to replace Lotus Notes and move to Microsoft SharePoint without disrupting support operations. The company also needed a help desk solution that could handle requests from thousands of end users, many of whom preferred to keep submitting tickets by email, while still supporting different workflows for each help desk. Crow Canyon Software’s Service Request for SharePoint was selected to meet those needs.

Crow Canyon Software implemented a flexible, email-driven Service Request solution that automatically created and populated tickets from incoming emails, supported auto-assignment, and allowed Milliman to customize alerts, ticket views, and support workflows by help desk. The rollout was smooth for end users, required no new interface training, and gave administrators easy ways to make changes themselves. Milliman also benefited from responsive support and included customization work, such as Quick close and Quick assign buttons, at no extra professional-services cost.

Milliman

Paul D. Shane

Director of IT