About The Town of Oakville

• Leading municipality located within the Greater Toronto Area
• Headquartered in Oakville, Ontario, Canada
• Achieved ~$3.593 million in revenue in 2006
• Industry: Municipal Government

Challenges

• Legacy ASP help desk solution lacked collaboration functionality and prolonged the data identification and analysis process
• Difficulty in tracking issues and support requests in the organization
• Low efficiency and higher costs due to the inflexibility of the ASP help desk solution.

Solution

• Deployed SharePointHQ HelpDesk solution across different departments throughout the organization
• Rapid implementation in less than 3 months
• Leveraged SharePoint 2007’s Collaboration and Document Management functionality to build help desk application
• Seamless integration of the solution through SharePoint Automated Workflows.

Benefits

• Automation through SharePoint workflows reduced costs and improved productivity
• Easy-to-use metrics and dashboards allow users to locate and resolve issues in a timely fashion
• Interactive and collaborative SharePoint alert functionality enhanced information flow within the organization
• Improved customer service quality and issue resolution.

Technologies Utilized

• Microsoft Office SharePoint Server 2007
• Windows Server 2003
• Microsoft SQL Server 2005

Services Deployed

• Business Process Automation with Workflow
• Enterprise Collaboration
• .Net Web Part Development