Case Study: Intuit achieves faster, self-service IT support with RES Software RES ONE Service Store

Intuit - Customer Case Study

Intuit needed a more streamlined, user-friendly, and cost-effective way to deliver IT services and applications to employees, especially during tax season when its workforce grows by about 40%. The company wanted a self-service, web-accessible solution that could reduce IT tickets, support both PC and Mac users, and integrate with existing tools like LANDesk, Casper Suite, and BMC Remedy. RES Software and its RES ONE Service Store were chosen to help Intuit create that one-stop shop for employee IT support.

RES Software implemented the RES ONE Service Store to automate common requests and let employees resolve issues on their own, from browser repairs to installing approved software. The result was faster resolution times, higher user adoption, and less pressure on the help desk; one common issue that previously took about 40 minutes now takes minutes or seconds, and an application that could take three weeks to receive is now available immediately. Intuit also reduced support backlogs and was able to shift IT staff toward more strategic work.

Intuit

Mike Whitehead

Senior Systems Engineer