Case Study: Rocket Industrial achieves unified help desk and project management and boosts productivity with OneDesk

Rocket Industrial - Customer Case Study

Rocket Industrial, a national distributor of packaging supplies, equipment and software, was growing rapidly through acquisitions and needed a single, cost-effective platform that every employee could use for help desk tickets, tasks and projects. They required a simple, cross-departmental solution (IT, Service, Facilities, Marketing, Accounting, Quality, etc.) without lengthy onboarding, and evaluated unified Help Desk & Project Management options before choosing OneDesk.

OneDesk was implemented as Rocket Industrial’s unified Help Desk & Project Management application, enabling tickets to turn into tasks or projects, be routed automatically, and be moved between departments with correct assignments. With OneDesk’s customer portal, form automation and auto-categorization, Rocket Industrial reported increased productivity and far fewer low-value QA tickets (noting that “80% of tickets that used to enter QA were garbage”), reducing the need to groom incoming tickets and improving cross-department collaboration.

Rocket Industrial

John Troemel

Manager of Information Technology