Case Study: Skagit County improves support response times during COVID-19 with Serviceaide ChangeGear

Skagit County improves support response times with Serviceaide amid a 55% surge in service requests

Skagit County, a government organization, faced a dramatically increased IT support load and a critical phone system outage due to the COVID-19 pandemic. Their challenge was to effectively prioritize incidents and service requests to ensure first responders and at-risk individuals received immediate support. They utilized Serviceaide's ChangeGear ITSM solution to address these demands.

Serviceaide's solution provided Skagit County with full visibility through real-time dashboards and automated processes, including the bulk entry of 60-100 laptop requests. This enabled them to improve support response times, efficiently allocate resources, and enhance business communications. As a result, Skagit County successfully managed a 55% increase in service requests while strengthening its community during the pandemic.

Skagit County