Case Study: Fortune 500 company achieves streamlined management of website change requests with OneDesk

How a fortune 500 company uses OneDesk to manage all change requests on their website

Fortune 500 Company, a global enterprise with a high-traffic internal and external website used by multiple departments, needed a single system to capture, triage, reply to, assign, and track a constant stream of change requests. They engaged OneDesk to manage all website job requests and provide a unified intake point for employees across design, engineering, sales, and other business units.

OneDesk implemented its ticketing system and customizable customer portal so requests are logged, categorized with custom fields, moved through defined statuses (including a declined state), and tracked from submission to completion; private comments, attachments of any file type, and automated workflows keep communications clear and focused. As a result, OneDesk gave the Fortune 500 Company centralized visibility, reduced noise from rejected or misrouted requests, and improved collaboration and accountability across teams, enabling the website team to manage work more efficiently end-to-end.