Case Study: a public research university in Texas improves IT service and work order management with Crow Canyon Software

Public Research University in Texas - Customer Case Study

A public research university in Texas needed a better way to manage IT service requests across multiple campuses and a user base of 80,000 students, faculty, and staff. Its outdated help desk system was overloaded and could not handle the high volume of tickets efficiently, so the university looked for a solution that would work well with Microsoft 365 and SharePoint for Education. Crow Canyon Software’s IT Help Desk and Work Order Management applications, powered by NITRO Studio, were selected to support this need.

Crow Canyon Software implemented a centralized, Office 365-integrated help desk with workflows, dashboards, and reporting that improved ticket prioritization, routing, and visibility. The university also added Crow Canyon Software’s Work Order application to digitize and track tasks, and later expanded to use the full NITRO Studio platform for broader business process automation, including forms, approvals, e-signatures, and paperless workflows. The result was a more organized and streamlined IT operation with faster service for faculty and students, though no specific numeric performance gains were provided.

Public Research University in Texas