Streamlining IT Support with Delve’s Real-Time Helpdesk Dashboards

In the rapidly scaling world of mid-market organizations, maintaining efficient IT operations isn't just important—it's mission-critical. With accelerating growth, increasing headcount, and expanding operational demands, the organization urgently needed to enhance their IT helpdesk capabilities to keep pace.

Challenge

Before partnering with Delve, the organization faced overwhelming IT ticket volumes, with over 1,000 support requests every month. Lacking an effective system to track, prioritize, and resolve these issues, the support team struggled with:

Extended resolution times averaging around 19 days per ticket.
Limited visibility into which issues were recurring or urgent.
Inability to effectively allocate resources, especially during rapid scaling.

Previously, their support infrastructure relied heavily on manual reporting and outdated ticketing tools, providing only basic data without real-time or actionable insights. As the organization expanded through new acquisitions and rapid hiring, pressure mounted on their IT department to deliver efficient, scalable support despite constrained budgets and resources.

Our Approach

Delve collaborated closely with the organization to identify crucial KPIs essential for streamlining their IT support operations, including:

Total number of tickets and open tickets
Average resolution time (Days Open)
Severity and category distributions
Satisfaction scores from users

Following thorough requirement-gathering sessions, Delve developed and implemented intuitive, real-time Power BI IT helpdesk dashboards. These dashboards seamlessly integrated multiple data sources, allowing the organization's IT department to visualize ticket statuses, categories, and severity levels in real time.

The dashboards offered clear, actionable insights including:

Immediate identification of high-severity incidents
Trends showing peak times and recurring issues (e.g., Access/Login, Systems, Hardware)
Real-time tracking of user satisfaction

Ease of use and comprehensive visualization empowered the support team to prioritize effectively, reducing response and resolution times significantly.

Results & Impact

Leveraging Delve’s dashboards, the organization saw immediate and substantial improvements in their IT operations:

Average resolution time dropped from nearly 19 days to under 10 days within the first three months.
User satisfaction scores improved significantly, with satisfied users increasing by more than 14% in just one month.
High-severity tickets were resolved 19% faster compared to previous methods, directly enhancing operational productivity and employee experience.
The weekly ticket backlog dropped dramatically, enhancing the team's responsiveness and efficiency.

Crucially, Delve’s dashboards also revealed key insights, such as the high prevalence of Access/Login issues, enabling the team to proactively implement targeted solutions and reduce incident rates by over 15%.

Overall, the strategic deployment of Delve’s solution resulted in better resource allocation, reduced IT operational costs, and significantly improved employee morale, underpinning the organization’s continued growth trajectory.

Conclusion

The success experienced by the organization clearly demonstrates Delve’s capability to revolutionize IT support operations for rapidly scaling organizations. Through insightful analytics and powerful, real-time dashboards, Delve empowers growing companies to make smarter, faster decisions, transforming IT challenges into opportunities for operational excellence.

Discover how Delve can streamline your IT operations and support your growth journey—request a personalized demo today.