Case Study: Total Wine & More eliminates a 500-ticket backlog and cuts misassigned tickets 90% with HEAT Software

Total Wine & More Savors Cloud-based Service Management

Total Wine & More, the largest independent wine retailer in the U.S. with 100 stores and roughly 2,000 employees, was struggling with an aging Altiris helpdesk: slow ticket handling, misassigned or incomplete tickets, a 500-ticket backlog, and ad‑hoc reporting in Excel that hurt service desk morale and business visibility. New IT service desk manager Candice Peacock prioritized a scalable, self‑service ITSM platform that would deliver better metrics and support rapid growth.

Total Wine chose HEAT Service Management in the cloud, deploying incident, problem, change, knowledge and service request modules and a self‑service portal in under 60 days. The result: the 500-ticket backlog was cleared, misassigned tickets dropped by 90%, the team handled 300 fewer calls in the first quarter, and managers gained easy dashboards and reports—improving operational efficiency, onboarding and the service desk’s reputation as a business partner.

Total Wine & More

Candice Peacock

IT Service Desk Manager