Case Study: A Non-Profit’s Journey to Find the Best Service Desk Software in Microsoft 365

Lutheran Social Service of Minnesota (LSSMN) is a prominent nonprofit organization that provides social services across Minnesota. With diverse programs, including refugee resettlement, behavioral health, and community support, LSSMN relies heavily on efficient IT service management to support its operations across multiple offices and departments.

Before adopting Crow Canyon’s NITRO Service Desk, LSSMN struggled with several issues using its existing ServiceNow service desk. The software’s lack of seamless integration with existing applications and systems led to inefficiencies. This necessitated additional manual work and the configuration of complex workflows. This resulted in delays in addressing critical requests and managing computer allocations, particularly during budget season.

Due to its complexity, ServiceNow was not user-friendly. It required a steep learning curve and increased training for new employees. The ‘too many features’ approach made it difficult to prioritize incidents and enhancements. This resulted in persistent issues and delays in addressing critical requests.

LSSMN, after extensive research into finding the best service desk software in Microsoft 365, chose Crow Canyon’s NITRO Service Desk, which includes NITRO Help Desk for IT, Asset Management, and 3 departmental Help Desks. LSSMN staff liked these features:

1. Microsoft 365 Integration: The software’s tool enables seamless configuration and enhancements within LSSMN’s M365 tenant.
2. Microsoft Teams: Comprehensive ticketing integration with Teams enables everyone to stay connected and manage tasks effectively, regardless of their location.
3. User-Friendly Interface: The intuitive interface and easier configuration options minimize setup time and ongoing management efforts.
4. Cost Efficiency: The competitive pricing model provided excellent value, fitting within LSSMN’s budget constraints.
5. Seamless Integration: The software integrates smoothly with existing applications and systems, eliminating inefficiencies and manual work.
6. Exceptional Support: Crow Canyon’s support and resources include a dedicated professional services representative, along with one-on-one mentoring sessions, training, and 24/7 support. This ensures a smooth transition and ongoing success for LSSMN.

“I appreciate how user-friendly the NITRO Service Desk is. It’s made my job easier, and my team can resolve issues faster. The cost savings have also been a huge benefit for our organization without compromising our end goal of finding the best service desk solution for our organization.”

– Jim Basa, IT Director

The move from ServiceNow to NITRO Service Desk was carefully planned and executed to ensure minimal disruption to LSSMN’s operations. The Crow Canyon Team worked with Jim Basa, Director of IT at LSSMN, to assess existing workflows, forms, custom actions, and other requirements.

Based on this assessment, the Crow Canyon team devised a migration plan using sprints and feedback loops to ensure a smooth and quick transition. Adjustments and improvements were made based on user feedback. This customer-centered approach facilitated a quick, efficient, and seamless adoption.

“The training provided by Crow Canyon was excellent. It made the transition smooth and helped us get up to PROD quickly. The new system is intuitive, and training the Techs and End Users was a breeze; there is a newfound confidence in handling and submitting IT requests.”

– Jim Basa, IT Manager

The transition to Crow Canyon’s NITRO Service Desk was a significant improvement for LSSMN, alleviating the burden of several challenges they previously faced and fostering a sense of optimism and efficiency.

• The Enhanced Employee Portal offered an easy-to-navigate portal with streamlined access to essential resources and information, resulting in increased engagement and productivity.
• The Improved Metrics and Monitoring allowed IT staff to control and report on cases more effectively, enhancing the management and resolution processes and instilling a strong sense of control and efficiency.
• The seamless integration into Microsoft 365, Teams, and SharePoint eliminated inefficiencies and manual work, creating a strong sense of unity and harmony in the system.
• The User-Friendly Interface of NITRO led to quicker adoption and reduced training time.
• The competitive pricing model provided excellent value, optimizing resources without compromising functionality.

“The switch to the NITRO Service Desk has been a game-changer for us. The system’s user-friendly interface and customization options have allowed us to create workflows that perfectly match our needs. We’ve seen a significant improvement in our response times and overall efficiency.”

– Jim Basa, IT Manager

Lutheran Social Service of Minnesota’s move from ServiceNow to Crow Canyon’s NITRO Service Desk exemplifies how organizations can benefit from adopting solutions that are better aligned with their specific needs. Crow Canyon’s NITRO Service Desk Solution was the best service desk software in Microsoft 365 for LSSMN. It facilitated a seamless transition that enhanced operational efficiency and enabled LSSMN to allocate more resources towards its mission of serving the community and providing critical resources to improve people’s lives more easily.