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

North American Electric Reliability Corporation - Customer Case Study

Milliman, one of the world’s largest providers of actuarial products and services, needed a new help desk approach as it moved away from Lotus Notes to Microsoft SharePoint. With 18 independently run help desks and about 50 administrators, the company needed a flexible solution that could support different teams while still allowing thousands of employees to submit requests by email.

Crow Canyon Software provided Service Request for SharePoint, helping Milliman build a proof of concept and then roll it out in a way that was transparent to end users. The solution automatically created and populated tickets from email, supported custom alerts and auto-assignment, and included tailored changes like Quick Close and Quick Assign buttons as part of standard support. Milliman said the system was fast, easy to use, and highly responsive, reducing friction for support teams while improving flexibility across all 18 help desks.

North American Electric Reliability Corporation