Case Study: DOTCOMM reduces help desk costs and keeps stakeholders informed with Xurrent IMR

DOTCOMM keeps 6,000 IT users informed with Xurrent

DOTComm, the IT provider for the City of Omaha and Douglas County, faced significant challenges with its outdated, homegrown status dashboard. The system was costly and time-consuming to maintain, requiring new code for every service added. This left the service desk without a clear view of IT issues, making frontline staff the last to know about outages. To address these communication gaps and maintenance burdens, DOTComm turned to the vendor Xurrent and implemented its IMR solution.

By adopting Xurrent IMR, a SaaS status page, DOTComm eliminated the need for hardware or software maintenance. The solution integrated with existing alert systems to proactively notify on-call technicians, allowing them to address overnight issues before the morning help desk calls. This implementation kept 6,000 IT users informed, helped meet SLA KPIs, and significantly reduced help desk costs and call volume. The results for DOTComm included a quieter service desk and the ability to convert potential outages into customer-service successes.

DOTCOMM