A couple of years ago, ISCorp needed help with its support desk software. The system was complex enough that the company needed to engage third-party developers to make any changes, making it costly and labor-intensive to maintain. “We were spending a lot of time serving this clunky, terrible system,” said Adam Schlosser, Systems Administrator. “When it was broken, it was really broken.” Fortunately, the software was about to be sunsetted, which spurred him to select Agiloft’s ITIL-ready Service Desk Suite as a replacement.
The catch? Agiloft had to fast-track an implementation that would normally take up to eight weeks, down to six because ISCorp needed to launch the new solution to meet a timetable associated with its SSAE16 Type II annual audit. If the new system could not be rolled out by the September 1, 2016 deadline, ISCorp would need to wait until February of 2017 to comply with the auditing schedule.
Dick Miller, Project Manager and Implementation Specialist at Agiloft, took on the challenge and the system went live after six weeks. “Everything went smoothly,” said Schlosser, describing Miller as “the best implementation specialist [he has] ever worked with.” The hosted system is used by 26 ISCorp employees for internal change management and about 1000 external users for customer support.
Thanks to Agiloft, ISCorp has been saving a lot of time in handling customer support and internal change management as well as compiling reports for auditors. “With the old system, it would take days to create reports for auditors; now, it takes only 15 minutes,” said Schlosser. ISCorp also appreciates how Agiloft’s automated workflow facilitates change management, taking employees through checklists of essential tasks, for instance, when setting up new servers.
“Between the product and the very good support, Agiloft is the complete package. I’m happy with our approach—find software better than what we had and to have someone else take care of it—because that’s not our wheelhouse. Now, we can focus on our customers, instead of servicing our helpdesk software.” Read the full story here.