Case Study: Leading Manufacturing Company achieves streamlined IT helpdesk, project tracking, and process automation with OneDesk

How one manufacturer uses OneDesk to manage its IT helpdesk, development, and process-automation

Leading Manufacturing Company is a several-hundred-employee manufacturer whose IT director needed a way to track support tickets, development projects, and automate manual processes across a largely factory-based workforce. They evaluated and adopted OneDesk’s suite — including its project management, helpdesk, customer portal and mobile app — to centralize request intake and manage both support and development work.

OneDesk delivered an integrated solution where projects are tracked as task sets, time can be estimated and logged, workflows are automated, and custom views and reports provide visibility into progress and delivery dates. The OneDesk customer portal and email ticketing consolidated requests from an unlimited user base, while the mobile app let floor staff and managers update work on the go — streamlining triage, improving reporting, and enabling the IT team to move fluidly between support and project work.