Customer Case Study
Peterborough Technology Services uses TeamHeadquarters to organize projects and technical support for the City of Peterborough and Peterborough Utilities Services Inc.

The Need:

  • Peterborough Technology Services (PTS) is responsible for the delivery of Information Technology services to all departments and divisions of the City of Peterborough and Peterborough Utilities Services Inc.
  • PTS provides desktop office automation resources, access to corporate applications on various technical platforms across both local and wide area networks, and links to various external resources.
  • The 25-person team supports over 700 users and 50 applications and systems at two primary sites and more than 25 secondary municipal and utility locations within the municipality. Members of the team are often on location at customer sites.
  • PTS needs to balance the delivery of their support services with planned project work, and drive the ongoing planning and budgeting for future initiatives.

The Solution:

  • Implement Entry Software Corporation’s TeamHeadquarters to manage technical support and organize planned development projects across all departments and divisions.

The Result:

  • Organized the portfolio of development projects into a consistent format in a central database.
  • Streamlined the annual planning and budgeting process for IT projects.
  • 300+ service requests per month are centralized and managed in a high availability enterprise application.
  • Optimized the delivery of technical services to remote locations with distributed access to centralized help desk management software.
  • Utilized real-time reporting for support incidents across 30+ customer sites and 35+ supported business applications.
  • Product and service enhancement requests centrally logged for future planning using separate ticket queues.

Benefits:

  • Improved customer satisfaction
  • Service responsiveness
  • Optimized resource assignments
  • Reduced costs
  • Improved project delivery
  • Better record keeping
  • Ease of management
  • Access support details from anywhere on our network or beyond

The Customer:

"We now have a tool that allows us to manage both our short and long term workplans, and maintain related documentation, status notes, etc., in one readily accessible location, from anywhere."

Larry Franks
Vice President, Information Technology Services
Peterborough Technology Services

For more information:

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

www.entry.com

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