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InfraDesk for Eastern Mountain Sports
Jun '09
Eastern Mountain Sports, a leading outdoor retailer, has replaced their TriActive help desk application with InfraDesk, an On Demand Service Desk. By implementing InfraDesk, Eastern Mountain Sports has reduced infrastructure costs, adopted a streamlined workflow and integrated a complete knowledge base.

Key drivers for making the switch included the cost associated with an upcoming renewal of Eastern Mountain Sport's existing TriActive help desk software in addition to the lack of functionality the software afforded specifically as it related to the workflow engine and knowledge base integration. InfraDesk provides a streamlined workflow that enables the ticket to move through a pre-defined path in a measureable and controlled manner. The integration of a Knowledge Base was also essential to Eastern Mountain Sports to enable accelerated issue resolution by providing the ability to query and record solutions.

"In addition to reducing our costs and removing our need to budget for renewals, InfraDesk will increase our productivity and time to resolution due to the integrated Knowledge Base. We expect to notice a significant uptick in the time to resolve issues as well as the time required for new hires to get acclimated to the system. This is a direct result of InfraDesk's Knowledge Management module which enables our IT Support Agents to query solutions populated by historical data," stated David Lemaire, Director of Information Technology Services, Eastern Mountain Sports. "The Adaptive Workflow Engine within InfraDesk has also streamlined the movement of our tickets by driving the action based on the user's role and the content within the ticket."

InfraDesk is delivered as a complete out-of-the-box ITIL-based Service Desk suite with built-in adaptive workflows which enables organizations to complete implementation in less than 30 days. In order for IT organizations to gain the full benefits upon implementation, InteQ takes a partner approach and provides training and consulting to organizations to successfully plan a roadmap for implementation and process improvements.

"Similar to stories we have heard from other clients, Eastern Mountain Sports had not recognized the capabilities, let alone the cost savings, that a SaaS-based application provided. We are pleased that InfraDesk has been an asset to them since implementation by enabling them to adopt a help desk solution that is both measurable and controlled," Yash Shah, President & CTO, InteQ. "Our partnerships with our clients are what make them successful. Not only do we provide a tool that is cost effective, but we educate them on how to maximize its use to reach their individual goals."

Eastern Mountain Sports

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