Customer Case Study
Eubel Brady & Suttman Asset Management uses TeamHeadquarters to manage and report on an array of short- and long-term projects within their Information Technology Department and to submit, track, and maintain tickets in a searchable database of IT Help Desk support requests.

The Need:

  • Eubel Brady & Suttman is a financial management firm with 40 employees and over 5000 clients. It relies heavily on IT to streamline its processes and help ensure its clients the best possible risk-adjusted returns.
  • This leveraging of IT entails a constantly shifting and growing collection of projects, tasks and support requests from leadership and staff that have come to expect an informed and quick response and a well-managed resolution to their IT needs.
  • An IT team of 6 handles at least 10 constantly active projects with 10 – 15 more on hold, waiting for time and resources, as well as over 250 individual IT support requests a month.
  • The IT Team needed help tracking and reporting the progress of projects, balancing work load among team members, ensuring resources are applied where they can best be utilized, and centralizing receipt and management of all support requests.

The Solution:

  • Install Entry Software Corporation’s TeamHeadquarters Help Desk and Project Management solution, and implement webbased Help Desk ticket submission, customer activity reports, and daily IT email reports on projects, tasks and tickets.

The Result:

  • Centralized management and reporting of IT projects, and offered executive-level tracking of project, task and ticket progress.
  • Created a single method for all IT support request submissions, and allowed customers to review the status of their tickets on-line.
  • Increased IT responsiveness, and minimized the number of lost or forgotten IT support requests.
  • Provided a searchable database of problem resolutions, which becomes more and more valuable as time goes on and new resolutions are added.
  • Implemented a process that requires project specifications to be completed and submitted before IT development begins, forcing project sponsors to consider the details of their requests and avoiding “scope creep” as much as possible.
  • Simplified work load balancing across IT staff and provided a means of measuring the need for IT staffing increases, as well as a means of measuring IT Department and individual staff productivity.

Benefits:

  • Executive Level Tracking
  • Centralized Management and Reporting
  • Increased IT Responsiveness
  • Evolving Knowledge Base
  • Improved project delivery
  • Intelligent Resource Management
  • Ease of Adoption

The Customer:

"After a lot of research, we decided on TeamHeadquarters because of its significant built-in reporting capabilities, its well thought out combination of Help Desk and Project Management Tools, and the support team’s responsiveness and willingness to work with us on our requirements. We have been extremely satisfied with our selection, and we look forward to future versions of TeamHeadquarters."

Vince Stamey
IT Project Manager
EBS Asset Management

For more information:

Entry Software Corporation
North America: 1-(888)368-7908
International: (818)792-5160

www.entry.com

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