The Salvation Army choose HelpDeskPro

The Salvation Army's IT team evaluated several solutions before selecting HelpDeskPro from Polymorph.

Challenge

“The Salvation Army uses Lotus Notes extensively and everyone in the organisation is familiar with it, so we wanted a solution that would run on a Lotus platform,” says Mark Calleran, Worldwide Chief Information Officer the Salvation Army International Headquarters. “HelpDeskPro met this requirement. We were also impressed with its flexibility and expandability. We felt it was a solution that would serve us well, and that would be able to offer functionalities that aren’t available in other off-the-shelf products.”

Solution

HelpDeskPro was optimised for Lotus Notes development and Domino 8.5, and takes advantage of some of its most advanced features. For example, the solution is integrated with IBM Lotus Sametime, which enables users to log support requests via instant messaging. It also leverages Lotus Notes and Domino’s native support for mobile technologies such as BlackBerry, which allows IT teams to monitor and update the system even if they are working off-site and away from an Internet-connected PC.

Within just a few days, Polymorph helped The Salvation Army implement the solution on the Lotus Domino servers at its international headquarters in London. The International IT team (which provides IT support for other IT staff around the world) was impressed by the capabilities of the solution, and decided to implement it more widely across the international organisation.

Result

“We began working with Polymorph because we recognised that HelpDeskPro was the right solution to help our IT teams deal with issues more effectively. During the implementation, Polymorph came to be more than just a vendor – we formed a real partnership with their team. As we come to them with new challenges, they come to us with new solutions, and they provide the flexibility and project management skills to deliver those solutions quickly and effectively. As a result of our confidence in them, we have now selected Polymorph as our primary reseller for our Lotus software licences, and we would recommend HelpDeskPro to any organisation that wants to improve its IT support processes.”

Client

The Salvation Army is an evangelical Christian church and charitable organisation. Founded in London, UK, by the Methodist preacher William Booth in 1865, the Army has spread throughout the world, and is now active in 121 countries. The Army is one of the world’s largest providers of social aid: in addition to its work in developing countries, it is the largest non-government provider of social services in the UK, and is also the second-largest charity in the US.

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Polymorph is not just a vendor, they are one of our partners and as we come to them with new challenges, they come to us with new solutions.
Mark Calleran, Worldwide Chief Information Officer
The Salvation Army