Case Study: Zane State College boosts help desk efficiency with BMC Track-It!

To support a growing campus and its myriad of technical equipment, Zane State College turned to BMC Track-It!

Zane State College, a two-year technical college, faced the challenge of providing IT support to a geographically diverse campus of 2,000 students and 400 faculty and staff. Their small, one-person help desk was missing calls and could not scale to handle the growing volume of technical support requests across multiple buildings and remote learning programs. The college turned to the vendor Track-It! to find a solution.

By implementing and continually upgrading BMC Track-It!, Zane State College expanded its support team and leveraged the software’s call routing, asset management, and reporting features. The Track-It! solution enabled the college to efficiently process 400 work orders a month, achieve a 90% customer satisfaction rate, and realize significant cost savings on personnel. The system also provided instant visibility for management and fast access to critical data for campus audits.

Zane State College

John Jacobs

Director Of User Support Services