Case Study: City of Naperville achieves improved IT efficiency and higher user satisfaction with GroupLink's everything HelpDesk

City of Naperville - Customer Case Study

The City of Naperville, Illinois (population ~142,000) struggled with a cumbersome, in-house key-based help desk that most employees couldn’t use, leaving IT overloaded and incident requests untracked across a network of about 1,000 users supported by 20 IT staff. To address this, the City engaged GroupLink to replace the legacy system with a modern solution.

GroupLink implemented its everything HelpDesk® web-based help desk and Knowledgebase, enabling users to submit and track requests online and technicians to access incidents from any web-enabled device. The result was faster incident management, reduced technician workload, improved ability to manage technician workloads, and higher end-user satisfaction — allowing the City’s 20-person IT team to efficiently support roughly 1,000 users with better response times.

City of Naperville

Jay Carlson

Network Administrator