Case Study: The Salvation Army improves support desk efficiency with Crow Canyon Software

The Salvation Army resolves 700-800 monthly tickets with Crow Canyon Software

The Salvation Army, a large international non-profit organization, faced a significant challenge in managing IT support for its 1,400 users of the MS Dynamics GP accounting system. Their team of four was overwhelmed by a high volume of diverse tickets, using an inefficient shared inbox system that lacked tracking and assignment capabilities. To address this, they turned to Crow Canyon Software and implemented its Service Request for SharePoint help desk system.

By deploying Crow Canyon Software's solution, the team gained the ability to efficiently categorize, assign, and track tickets through a familiar SharePoint interface. The implementation was rapid, taking only a couple of hours, and the software integrated seamlessly with their existing email. This resulted in immediate efficiency gains, allowing the team to manage 700-800 tickets per month with improved resolution times and eliminating the need for manual detective work to identify server issues.

The Salvation Army