Case Study: The Salvation Army streamlines support desk operations with Crow Canyon Software

The Salvation Army Uses Crow Canyon Software to Run Efficient Support Desk

The Salvation Army’s southern United States region needed a more efficient way to manage a high volume of IT and accounting support requests for 1,400 MS Dynamics GP users. Their four-person team was overwhelmed by a steady stream of tickets, and their old shared inbox made it hard to track ownership, status, and work in progress. Crow Canyon Software’s Service Request for SharePoint was selected to provide a more powerful, easy-to-use help desk.

Crow Canyon Software implemented a SharePoint-based support desk that let users submit and monitor tickets while helping staff quickly sort, assign, and resolve issues. The solution integrated with email, was installed in less than a couple of hours, and was customized to fit the team’s needs. As a result, The Salvation Army improved visibility and tracking, sped up resolution, and saved a huge amount of time handling 700 to 800 tickets per month.

The Salvation Army

Chuck Gann

Financial Systems Director