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"Polymorph are not just a vendor, they are not just providing their software, they are one of our partners and as we come to them with new challenges, they come to us with new solutions."
Mark Calleran, Chief Information Officer, The Salvation Army International Headquarters
Read the full IBM Case Study
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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.
Business need:
To help IT teams support users around the world, The Salvation Army wanted to introduce an issue tracking system that would enable rapid resolution of IT-related problems.
Solution:
The Salvation Army implemented HelpDeskPro, an IBM Lotus Notes and Domino solution from Polymorph, at its international headquarters in London and at major sites in the USA and Australia. Locations in Africa, India and the South Pacific use a low-footprint solution called Service Desk, which can replicate data to HelpDeskPro even across low-bandwidth connections. These solutions now run in 20 countries worldwide.
Benefits:
Gives IT managers at international headquarters a comprehensive overview of global IT issues, helping them streamline IT support processes. Enables small local IT teams to get expert support from headquarters, helping to solve difficult problems quickly. Provides a built-in knowledge base that records proven fixes for common issues, accelerating problem resolution. Integrates with BlackBerry and other mobile technologies, as well as IBM Lotus Sametime, to increase flexibility for users.
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