Snapshots - First American
"We diligently reviewed a number of help desk applications on the market, and we came to the conclusion that TechExcel HelpDesk was the best of breed; a year later, we still hold to that belief."
David C. Yavorsky
CIO of First American Mortgage Information Services
 Visit First American Web Site |  Read the Full Case Study |
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| Challenge | Solution | Result |
Needed to replace existing help desk software due to high cost of maintenance, upgrades, and hardware. |
TechExcel HelpDesk - A high performance, affordable help desk and change management software solution with integrated employee web portal. |
84% cost savings in maintenance. Free upgrades. Hardware for TechExcel HelpDesk required only 5% of previous hardware budget. |
All levels of management had difficulty with reporting. Required easy to use, customizable reporting with optional 3rd party report integration. |
Scores of built-in reports help spot trends and track performance. Report-builder allows users to create custom reports & export them to popular formats, or publish directly to the web. Integrates with Crystal Reporting or custom reporting applications. |
Ability to perform real-time data reporting gives management more insight. The report wizard gives users of all skill levels the ability to customize their own reporting environment and quickly create ad hoc reports. |
Needed a flexible solution that would meet help desk, change management, and asset management needs. |
Multiple projects can be created within TechExcel HelpDesk. Each project is fully customizable, from workflow settings to interface design customizations, using a simple GUI administration client. The TechExcel AssetWise module integrates with TechExcel HelpDesk to provide seamless integration of asset related tasks. |
First American uses TechExcel HelpDesk for help desk management, IT change management and IT asset management needs. First American uses AssetWise to track all types of assets: from parking spaces to computer hardware. The simple administration of TechExcel HelpDesk allowed First American to reduce the number of help desk administrators by 75%. |
