The Juilliard School

The Juilliard School

Founded in 1905, The Juilliard School is a private, nonprofit, educational institution dedicated to providing the highest caliber of artistic education for gifted musicians, dancers, and actors from around the world. Their dedication to excellence has led Juilliard alumni to have collectively won more than 105 Grammy Awards, 62 Tony Awards, 47 Emmy Awards, 26 Bessie Awards, 24 Academy Awards, 16 Pulitzer Prices and 12 National Medals for the Arts.

Juilliard’s renowned Music Division is the largest and most diverse of the School’s three divisions, with some 600 students from more than 40 countries. Its distinguished faculty includes internationally renowned soloists, chamber and orchestral musicians, as well as leading pedagogues and scholars. Equally impressive are Juilliard’s Drama and Dance Divisions which have also received a reputation throughout the world for its superior quality of education and artistic training.

A rich history, award-winning alumni and prominent scholars make The Juilliard School one of the most prestigious learning institutions in the world.

The Challenge

Terence Kennedy, IT Office Manager at The Juilliard School, references pianos and violins playing down the hall, dancers in leotards, big-name guest speakers and Broadway-like productions. “Working here can seem a bit like the making of a movie,” he says. “With such an amazing and dynamic backdrop the challenges we face certainly are met with a lot of inspiration, but they exist nonetheless.”

Over the years, Mr. Kennedy has seen exponential growth in the demand for technology and with it, the need to handle operations with a stronger sense of collaboration. From student performances, master classes and speaking engagements to managing community outreach programs, tracking inventory and providing technical support, Juilliard’s IT department has to be more involved and engaged than ever before.

A main goal has long been to make technology accessible and usable. “Here at Juilliard, it’s essential for IT to deliver solutions in a way that will enhance and fortify the learning process,” says Mr. Kennedy.

“While many of our students have been mastering their art since the ages of 3 or 4, technology can sometimes be unfamiliar territory,” Mr. Kennedy explains. “Providing students with the tools to help study, learn, perform and showcase their talents can open doors they hadn’t expected.”

“Our staff and faculty members also heavily utilize technology in the classroom”, he adds. “This creates an increased demand for faster response times, more dynamic contact methods, quick access to self-assisting help and immediate resolution of issues.”

“It’s essential for us to have the proper tools in place to ensure our performance is in line with the high standards set here at Juilliard,” says Mr. Kennedy. “We’re always striving to add more value to our user which means we need IT management software that can deliver. For us, year after year, we continue to rely on Alloy Software’s solutions to help us meet those goals and expectations”.

For almost 10 years, The Juilliard School has depended on Alloy Software’s Alloy Navigator solution for handling all of their IT Asset Management and IT Service Management needs.

Institution

The Juilliard School

Industry

Education

The Challenge

Deliver solutions in a way that will enhance and fortify the learning process.

The Solution

Alloy Software’s IT Service Desk Management Platform – Alloy Navigator®

Key Features Used

  • Incident and Problem Management
  • Asset Management
  • Workflow Automation

Results

  • Manage high deman for technology, communication, and collaboration
  • Improved service delivery
  • Lowered support costs
  • Achieved high visitilty and transparency of IT related information

The Solution

Using Alloy Navigator, The Juilliard School has not only been able to manage the high demand for technology, communication and collaboration, but they have consistently improved their ability to provide service year after year.

“Increasing the reliability and robustness of the Help Desk environment has allowed us to increase the legitimacy of the Help Desk itself,” says Mr. Kennedy. “The improved response times, user community interaction and teamwork between technical groups has proven to be priceless.”

Providing end users the ability to contact the Help Desk using multiple methods has been an extremely important advantage for Juilliard, but in particular, the feature-rich Self Service Portal really stands out as their preference for user interaction. “Using the portal’s built in knowledge base and announcement features, we’ve empowered our users to find solutions on their own. This has reduced unnecessary tickets, lowered support costs and has led to speedier resolutions which makes everyone happy,” he explains.

“We’ve greatly reduced the time it takes our users to receive service,” explains Mr. Kennedy. “Automating a step or two here and there really pays off and the workflow tools make it easy to mold the product to our requirements.” Juilliard takes full advantage of the workflow features in Alloy Navigator by automating business processes, automatically assigning service tickets, escalating important events and more.

Mr. Kennedy also goes on to emphasize the importance of having all IT management areas aligned with the ITIL framework. “We’re always interested in using industry best standards, but honestly, sometimes it’s difficult to see the way forward. The fact that Alloy Navigator is built with ITIL principals in mind really helps remove the guess work and helps us maintain, integrate and streamline our processes efficiently.” When managing their inventory, the Library functionality ensures loaned equipment never goes missing. “We’re constantly loaning equipment to students and faculty and we need to know where our assets are at all times”, he explains. “The Library’s check in check out feature lets us quickly identify the status of loaner equipment and the automatic follows ups remind the borrower when items need to be returned.”

Mr. Kennedy explains that these are just a few reasons The Juilliard School has remained a loyal Alloy Software customer for so many years. “We’ve benefited greatly from using the Alloy Navigator product here at Juilliard,” he said. “The transparency it provides has become a valued part of the way we handle IT.”

The Results

The Information Technology department at The Juilliard School is responsible for providing and supporting business critical services for the user community in one of the most prestigious schools in the world. Whether resolving technical issues, providing end user training, procuring IT equipment and software, tracking inventory or loaning equipment, Alloy Navigator has played and continues to play a key role in their success.

Mr. Kennedy states one of the main benefits of using Alloy Navigator at Juilliard has been the increased speed to react and collaborate. “Our ability to work together and provide more reliable services has made such a massive impact to IT and the school,” he said.

Alloy Navigator is just one part of the package. The entire Alloy Software team has constantly outdone themselves. I have found their level of service to be an extremely rare find.

Terence Kennedy
IT Office Manager
The Juilliard School

On the topic of Alloy Software, The Juilliard School has been greatly impressed with the level of service it has received from both the sales and support teams. “Alloy Navigator is just one part of the package. The entire Alloy Software team has constantly outdone themselves. I have found their level of service to be an extremely rare find,” Mr. Kennedy said.

“We’re extremely happy with the results we’ve had using Alloy Navigator,” says Mr. Kennedy. “The flexibility and open architecture allows us to customize the product to fit our company and that has proven invaluable.”

“Alloy Navigator is robust and feature rich and each new version continues to get better and better,” he continues. “We are constantly amazed how they continue to improve on a product that has already provided so much value to us.”

Southern California College of Optometry (SCCO) Sees Success By Automating its Service Desk Operations with Alloy Navigator

SCCO

Established in 1904, Southern California College of Optometry (SCCO) is a private, non-profit, educational institution dedicated to educating today’s minds to provide tomorrow’s eye, vision and healthcare. SCCO grants a four-year, professional degree, Doctor of Optometry (OD) and a Master of Science in Vision Science (MS). The college’s superior clinical education program provides patient care experiences in community optometric clinics; exposure to the delivery of optometric care in multi-disciplinary settings; and experiences in practices serving a wide variety of ethnic and socio-economic patient groups. SCCO owns and operates two premier eye and vision care centers — the Eye Care Center located on its campus in Fullerton, CA, and the Optometric Center of Los Angeles located in south-central LA.

The Challenge

For Gary Gray, Director of Information Technology at SCCO, his responsibility is centered on supporting all technology facets of the college community and its affiliated clinics. “Technology is a vital piece of an organization’s success. To that end, we have a state-of-the-art clinic with computers in every exam room and just recently implemented electronic medical records (EMR),” he said.

When Mr. Gray began his post at SCCO in 1994, his department was responsible for managing approximately 60 computers and 20 Dec-VT terminals. Today, he and his team manage 450 computers/laptops and the VTs are all gone. “The main difference is not the number of computers, but the amount of information that needs to be managed as a result of them. The increase in computers, Internet, email data, etc. had contributed to the complexity of what we needed to support. Basically, it was becoming a case of information overload,” he explained.

Mr. Gray’s team was small at first and did not have a service desk management solution in place. Initially, SCCO had planned to hire a programmer to write a custom software application. However, while Mr. Gray and his team were researching existing packages for features and ideas, they came across a company called Alloy Software which impressed them.

Institution

Southern California College of Optometry (SCCO)

Industry

Education

The Challenge

Deploy a service desk solution to manage the problem of information overload.

The Solution

Alloy Software’s IT Service Desk Management Platform – Alloy Navigator®

Key Features Used

  • Knowledge Base
  • Incident and Problem Management
  • Change Management
  • Software Licensing Compliance
  • Management Reporting

Results

  • Ability to search on previous solutions to handle similar issues
  • Now has a single repository for information and work requests
  • Manage information overload from Internet, email, etc.
  • Cost and time savings realized

The Solution

After extensive discussions with Alloy Software, SCCO came away extremely impressed with its upcoming version launch of Alloy Navigator, the company’s flagship IT infrastructure management solution. “We took notice of the forthcoming version which offered dramatic improvements to the database structure, and the addition of a Knowledge Base made it a perfect fit for our organization,” Mr. Gray added.

From the beginning, SCCO knew it needed a solution that offered a robust Knowledge Base. “We needed a single repository to build and maintain our (incomplete) documentation. We also required a machine auditor which we have been able to customize to gather dates of when the system was last backed up,” Mr. Gray explained. Once the new version of Alloy Navigator was released, SCCO quickly purchased the software and began the deployment and roll-out to users.

At SCCO, Alloy Navigator runs on Windows 2003 server and SQL Server 2005. “The primary users are only my technical staff at this time. All other access to the data is controlled through an internally developed application called SCCOSoft. Authentication for our SCCOSoft applications is achieved through Alloy Navigator which is the master database for most of our information,” Mr. Gray noted. Thanks to Alloy Navigator’s Active Directory integration, new employees have immediate access to the programs that they need to use and terminated employee accounts are immediately deactivated.

According to Mr. Gray, flexibility was a key factor seriously lacking in other competitive help desk solutions. “In addition to being flexible, Alloy Navigator met most of our needs right out of the box and as we saw the power of the product, we began to think about new opportunities and processes to implement. To this day, we are still incorporating features from the Alloy Navigator product,” he said. “To this day, we have been surprised with how far we can push the Alloy Navigator product. The functionality enables us to easily mold it to fit the way we work at SCCO.”

The Results

The Information Technology department at SCCO is responsible for managing a wide gamut of technical issues including computer support, purchases and upgrades as well as management of point of sale (POS) systems, email, printers and peripherals. Alloy Navigator has played a critical role in the productivity of the team at SCCO.

In terms of immediate benefits that SCCO has realized, Mr. Gray notes that Alloy Navigator has provided a single repository for information and work requests. “The software also provides us with the ability to search on previous solutions to handle similar issues rather than relying on the memory of our technicians to remember past solutions,” he said.

Alloy Navigator has been a great asset to our organization. The versatility of the system and the open database architecture that allows us to customize our own systems has proven invaluable.

Gary Gray
Director of IT
SCCO

SCCO is also leveraging Alloy Navigator to monitor the status of local data backups on behalf of employees. Utilizing the software’s built-in reporting functionality, Mr. Gray and his team conducts monthly audits of employee computers to monitor if they are backing up critical data to an external hard drive, per SCCO’s data protection strategy.

On the topic of support, SCCO has been impressed with the level of technical support it has received. “At the start of the deployment early on, we did have many questions which were fielded by Alloy very quickly. The team at Alloy was extremely responsive and actually followed up with me on numerous occasions to ensure the technology was working properly,” Mr. Gray said.

“Alloy Navigator has been a great asset to our organization,” Mr. Gray explained. “The versatility of the system and the open database architecture that allows us to customize our own systems has proven invaluable.”

Head of the Class: Saint Edward’s School Implements Alloy Navigator to Automate its Help Desk and IT Inventory

Saint Edward's School, founded upon the independent Episcopal school tradition, is a co-educational, pre-kindergarten through grade twelve, college preparatory school committed to educational excellence. To empower each child to reach his or her full potential, the School community promotes an environment of advocacy, challenges the whole student, cultivates moral courage and spiritual growth, and inspires a lifelong passion for learning.

The Challenge

According to Quen Voyles, Director of IT at the school, the Information Technology department is responsible for evaluating, installing and maintaining computer technology for the school’s 650 students and employees. “We maintain a network of 500 tablet computers, 100 desktop computers and more than 20 servers,” he explained. In 2006, Saint Edward’s School implemented a one-to-one tablet computer program for grades six through twelve.

To document computer repairs and inventory, user accounts and databases, the school utilized a rudimentary paper log system. “Suffice to say, this was an extremely time-consuming process. To that end, we decided to look for a provider of help desk software to help us automate our support operations.”

Institution

Saint Edward’s School

Industry

Education

The Challenge

Replace rudimentary and time-consuming paper-based log system to track IT inventory, repairs and user accounts.

The Solution

Alloy Software’s IT Service Desk Management Platform – Alloy Navigator®

Key Features Used

  • Asset Management
  • Action-based Workflow System
  • Incident Management
  • Knowledge Base

Results

  • Automated its help desk and IT inventory processes
  • Now logging 25-30 incidents per day with ease
  • Gained the ability to streamline all support requests and resolve them quickly
  • Increased flexibility within the help desk
  • Saved time and money by having issues and assets tracked in one centralized location
  • Automated daily tasks and reduce training overhead

The Solution

After an extensive evaluation process, Saint Edward’s School selected Alloy Navigator from Alloy Software in March 2007. The software was then fully deployed in October of the same year. “The other solutions we considered were overpriced or did not provide the functionality we needed,” said Mr. Voyles. “At the time, we were primarily searching for something to replace our paper logs. Alloy Navigator provided the perfect solution that exceeded our initial requirements at a very affordable price.” From a technology standpoint, the school is running Alloy Navigator on a Windows 2003 server with Microsoft SQL Express, and uses Microsoft Exchange Server for email communications.

Saint Edward’s School had Alloy Navigator up and running within only two weeks of purchasing the software. Instead of deploying it at the end of the school year, Mr. Voyles and his team took their time making decisions on how they wanted to use various aspects such as computer and person records. The school added customized fields to those areas in order to better suit their specific needs. The first business process that Saint Edward’s School automated was its repair log. “We’ve expanded that to include an automated check-in process for students in need of service, and automatic email notifications/reminders to students and staff,” Mr. Voyles said.

Using the solution’s action-based Workflow System, the school was able to easily automate daily tasks and reduce training overhead. In addition, the school utilizes the Asset Management module to manage the full lifecycle of hardware equipment, network inventory and software licenses.

Saint Edward’s School primarily uses Alloy Navigator to log and maintain its incident history. “Throughout the school day, students visit the technology office for help with their computers,” explained Mr. Voyles. “They log their issue on a computer, which generates an open help desk ticket and sends them a confirmation email. The technician assigned to the ticket logs all pertinent information so it can be referenced later, if needed. The technician also reviews the student’s ticket history to see if there are any previous issues to be aware of.”

The school uses work order tickets to manage internal tasks such as hardware repairs. This allows them to keep track what assets have been repaired or replaced. “We use the ‘search’ feature to conduct keyword searches through all previous tickets in order to find out if a particular problem has come up before and if so, what steps were taken to address it,” he said. “We’ve recently started using the Knowledge Base to store internal IT documentation. We also use Alloy Navigator to maintain our inventory of tablet computers and user accounts. This gives us the ability to easily relate incident, computer, and user information together in one place.”

The Results

With Alloy Navigator, Saint Edward’s School has automated its help desk and IT inventory processes. Since deploying Alloy Navigator, the school logs approximately 25 to 30 incidents per day. “Without a doubt, Alloy Navigator has simplified our operations and helped us to become more effective and efficient,” explained Mr. Voyles. “With our previous paper log system, we were forced to dig through stacks of paper in order to piece together repair history. This made the process extremely time consuming and not overly accurate. As a result, we did it only when absolutely necessary. We now have this information organized and accessible at our fingertips with just a few clicks! Each time a student comes in with an issue, we’re able to review their complete service history.” With Alloy Navigator, the school is now afforded easy access to this information and much more.

We will be using Alloy Navigator in the future because it’s a versatile tool that gives us easy access to important information – and I think we’ve only scratched the surface as to what it can do for us.

Quen Voyles
Director of IT
Saint Edward’s School

“Alloy Navigator was the most logical solution for our growing IT needs,” he said. “The product's ease-of-use and the company’s helpful support staff enabled us to reach all of our IT service management goals. With the added and improved features of the latest build – version 6, we are able to get a lot more out of the product and easily integrate with our existing third-party applications.”

The Future

Based on their success with the product, the school will continue to utilize and move forward with Alloy Navigator. “We will be using Alloy Navigator in the future because it’s a versatile tool that gives us easy access to important information – and I think we’ve only scratched the surface as to what it can do for us,” concluded Mr. Voyles.

Salvage Direct Optimizes Alloy Navigator to Streamline its Help Desk Management Processes

Originally Published in InfoTech Spotlight by TMCnet:

http://it.tmcnet.com/topics/it/articles/55968-salvage-direct-optimizes-alloy-navigator-streamline-its-help.htm

Established in 1998, Salvage Direct is a leader in online salvage auction firms which uses the Internet to market recovered vehicles of all types. The company’s 24/7 online auctions allow insurance companies to liquidate huge inventories of boats, motorcycles and other vehicles to certified dealers and dismantlers easier and faster than ever. The firm concentrates on specialty lines, such as boats, yachts, motorcycles, RVs, and ATVs, together with automobiles and trucks. Salvage Direct provides recovery, electronic filing, storage and auctioning services to its clients. Predominantly in the Southeast, Mid-Atlantic and Northeast regions, the Salvage Direct network includes clients in Texas, California, and Washington.

The Challenge

Salvage Direct is an Internet-based company and nearly a third of its workforce works remotely. According to Jerry Millin, Director of Information Systems for Salvage Direct, his company required an IT service desk management solution that could help manage issues and requests about its hardware assets better.

“We are a very mobile company and ensuring laptops and cell phones were with the proper person and at the correct office was nearly impossible,” he said. Our company was growing rapidly and it was clear that we needed to search for a better, more organized approach to IT governance.”

The Solution

In 2007, Salvage Direct evaluated four service desk management platforms including Alloy Navigator from Alloy Software – a leading provider of IT service and asset management software solutions. “In the end, it was an easy choice for us to select and deploy Alloy Navigator since it was cost-effective and flexible.

The other solutions that Salvage Direct evaluated were too expensive and did not allow the company to customize the product to meet their unique requirements. Plus, Alloy Navigator provided Millin and his team with the ability to use the product with minimal configuration so that they could get started right away.

The Results

According to Millin, the company enabled their customers to create service requests electronically. "We implemented the product's Mail Connector which allowed emails to be automatically converted into tickets. In addition we began directing our customers to the self service portal where they were able not only to submit their requests, but also monitor the progress of their tickets and communicate additional information to our support team, when needed," he said.

Through simple Incident Management, Salvage Direct has been able to increase its customer satisfaction by proving resolutions to issues much quicker and with greater accuracy. In addition, the product’s integrated Problem Management feature helped the company realize an 80 percent decrease in monthly support calls. According to Millin, support calls dropped as the product’s Problem Management assists Incident Management by identifying reoccurring issues and encouraging the technical team to devise permanent solutions rather than minute workarounds.

“Before Alloy, we only had email and a spreadsheet that our technical support team used to track all incoming calls,” said Millin.  “People would have to email and call in numerous times as the support team was overloaded and incidents would pile up.  With Alloy, our users' incidents are now properly tracked — they can see the status of their incident(s) online and none of their issues slip through the cracks.  Our support calls dropped 80 percent as our users weren't calling multiple times for the same issue and constantly following up on their tickets. Now that tickets are centralized in a single location, the helpdesk can resolve them more efficiently and quickly, which increased customer satisfaction.”

“Before implementing Alloy Navigator, we were averaging nearly 2000 support calls each month. We now log fewer than 300 each month.  This has freed up our help desk staff to take on more responsibilities which is so vital to our business,” he said. 

After enjoying much success with Alloy Navigator, Salvage Direct’s next step is to fully implement the Change Management capabilities of the product.

Wolters Kluwer Health Taps Alloy for IT Service Solution

International Publishing Company Provides Seamless IT Service and Support to Employees in Three Different Countries with Alloy Navigator

Published Originally in Interactive Intelligence by TMCnet News:

http://callcenterinfo.tmcnet.com/Analysis/articles/21797-wolters-kluwer-health-taps-alloy-it-service-solution.htm

Wolters Kluwer Health, a division of Wolters Kluwer, is a provider of information for health professionals, students, allied health providers and the pharmaceutical industry. Headquartered in the United States, Wolters Kluwer Health maintains operations across Europe, North America, South America and Asia Pacific.

The Challenge

As an international company with global operations, Wolters Kluwer Health New Zealand relies on its service desk platforms in each country to support multiple users throughout its various locations 24/7. In 2005, the Auckland service desk, which supports the Auckland, Japan and Australia offices, realized they had outgrown their Track-It! service desk solution. The product offered limited scalability for a rapidly growing company. 

“With Track-It! there were too many manual processes when creating tickets for users over the phone,” explained Brian Leybourne, Operations Engineer at the Wolters Kluwer Health New Zealand site. “Even after being created, tickets would simply sit in a queue for our technicians to randomly select. There were no alerts, notifications or escalation capabilities that would help resolve these tickets in a timely fashion. The bottom line — we needed a system that would grow with us, rather than a product we would outgrow.”

The Solution

In early 2005, Mr. Leybourne and the local IT team evaluated a number of solutions in an effort to find the best product that could support its help desk operations. After battle-testing these solutions, the company selected Alloy Navigator from Alloy Software — a leading provider of service and asset management software solutions.

“Most of the solutions we reviewed were very costly,” explained Mr. Leybourne. “In terms of pricing, Alloy Navigator offered the best value and richest functionality.  With a feature set comparable — if not more expansive — than its competitors, choosing this product was a no-brainer.”

According to Mr. Leybourne, Alloy Navigator was extremely simple to install and fully deployed within weeks. The product is currently running on a SQL 2000 database server with IIS installed for the Web portals. End users can create help desk tickets using the Self-Service Web portal via Internet Explorer 6 on XP clients, while technicians can access the Alloy Navigator on the main desktop application or over the Internet.

At Wolters Kluwer Health New Zealand, Alloy Navigator is utilized for a variety of business processes. More than 200 users access the system from the company’s Auckland, New Zealand location, and 50 additional users from offices in Japan and Australia. Primarily, Alloy Navigator is being used as the company’s incident tracking system. Employees at the Wolters Kluwer Health New Zealand, Japan and Australia locations use the web portal or e-mail to log a ticket. This ticket is then automatically assigned to a technician based on a category. The technician then takes ownership of the ticket and maintains responsibility for it until the issue is resolved.

“We support more than 250 staff members located in New Zealand, Japan and Australia, all from our Auckland site,” explained Mr. Leybourne. “Alloy Navigator allows us to support these 250 staff from one centralized location. We manage all aspects of IT support from help desk to level three issues, equipment rollout/maintenance, server support and much more.”

In addition to its primary use, Wolters Kluwer Health New Zealand has customized the solution to meet the needs of its growing business in New Zealand, Australia and Japan. According to Mr. Leybourne, the company prepared more than 200 business logic rules in addition to drafting supporting documentation and SOP guidelines for staff and IT. For example, Wolters Kluwer Health New Zealand customized the Alloy Navigator system so that all users are required to enter certain information (depending on the type of support that is being requested) each time a new ticket is opened. Other customizations and workflows include, automatic routing of tickets; e-mail alerts and notifications; requirement to enter times and activity details in order to have the full history of a support request; and much more.

“Based on our customizations of Alloy Navigator, the system is now designed to build a rule to cover just about any imaginable circumstance,” said Mr. Leybourne.

Alloy Navigator is also used to track all IT equipment located within each office around the world. In addition, a Purchase Order system manages all IT purchasing, and a Library function tracks all loaned equipment such as laptops and digital cameras.

The Results

According to Mr. Leybourne, Alloy Navigator has enabled Wolters Kluwer Health New Zealand to streamline its IT help desk operations across three locations — a feat that was not achievable with its previous solution. The major benefit has been giving users the self-service capability of logging tickets themselves, allowing the entire organization to save time and money, and focus on its core business of publishing.

Simply put, Alloy Navigator is a comprehensive, feature-rich product that enables us to support a number of users across multiple locations.

Brian Leybourne
Operations Engineer
Wolters Kluwer Health New Zealand

“Users are extremely happy with Alloy Navigator since they can log tickets, go back and view the complete history of a certain ticket, and guide an issue to resolution,” explained Mr. Leybourne. “Alloy Navigator also provides a powerful reporting system that allows Wolters Kluwer Health New Zealand to monitor which users are logging tickets, specific reasons for them, and trend analysis of common issues.”

More than 350 tickets are entered in the Alloy Navigator system and resolved each month. With the latest version of Alloy Navigator, Wolters Kluwer Health New Zealand can now set specific business rules to ensure that the internal help desk operations run smoother.  These rules trigger e-mail notifications, user prompts, and auto-populated fields for more efficient and rapid resolutions of support requests.

Mr. Leybourne and his team have also found the support team at Alloy Software to be very helpful. “I have found the level of support and knowledge of their own product to be excellent,” he added. “They have been both patient and professional in answering a range of questions — from the most complex head-scratchers to the rather simple ones that I could have solved myself. Regardless, the support team has been a value-added benefit to a great product.”

“Simply put, Alloy Navigator is a comprehensive, feature-rich product that enables us to support a number of users across multiple locations,” explained Mr. Leybourne. “The product delivers on its promises, comes at a highly affordable price point, and has the backing of an excellent support team.”