Salvation Army consolidates helpdesk data

The Salvation Army needed to handle complex IT calls

The Salvation Army has rolled out a new helpdesk system to improve the productivity of its IT staff.

The new software replaces multiple systems based on Excel and Lotus Notes which were used by the charity to track call logs.

Using the new platform, IT staff at the Salvation Army can log, action and resolve incidents from five international zones in under a minute via a BlackBerry device. This compares with up to four minutes taken by the previous system to process the same information.

Functionality includes automatic notifications of nearing warranty expiration dates, and the possibility to produce detailed incident reports and extract information by department, expert or status.

"As we handle complex IT calls, ranging from hardware and software queries to support requests, we needed a solution that would help us not only gain control over these increasingly complex environments, but allow our experienced on-site and roaming IT staff to deal with such requests more efficiently," said Mark Calleran, chief information officer at the Salvation Army International Headquarters.

The system was supplied by Polymorph.