Case Study


A New SharePoint / Nintex Workflow Implemented Lowered Cost Of IT Ticket Management


• Utilizing costly and inefficient external IT support ticketing system 
• Increasing volume of IT support cases costing the organization more money 
• Inability to track and monitor IT support system


  1. Implementation of SharePoint/Nintex Workflow for IT ticket support
  2. IT ticketing system transitioned to an in-house opperation
  3. Included additional beneficial functionality 


A global automobile manufacturer was running their IT support ticketing system externally.  This system was crucial to tracking employee IT issues, such as lack of computer functionality, company phone issues, etc.  The external vendor began to charge the company more as the volume of IT support cases increased.  It was an expensive system which required third-party management, and they wanted to bring this system in-house.

What the client really needed was Enterprise Content Management (EMC).  These types of systems allow business to track and monitor business processes, allowing support of these processes from start to finish.  Once their external ticketing system became too inefficiency to manage, they needed a piece of software which guaranteed stability, leading to the digitization of their IT ticketing program.  Softura was able to create an in-house system for them using technology they already had!  With SharePoint and Nintex, Softura created an in-house workflow to create, monitor, and address support IT tickets within the organization, and without the necessity of a third-party vendor.

This in-house workflow allowed for company-wide IT support, and condensed the manual process of IT ticketing into a trackable and sustainable automated workflow, which allowed for complete transparency when managing IT tickets.

According to Gartner Analysis, 70% of successful digital business models will rely on deliberately unstable processes designed to shift as employee/customer needs shift. 

Softura enables companies digital transformation by providing turnkey services including new custom app development, installations, and configurations, to helping with migrations and integrations of existing legacy applications. We have completed a multitude of complex workflows as well as LOB Applications, Visualizations, and Analytics/BI projects for our business clients. Our headquarters is in Farmington Hills, MI and we are a Microsoft Gold Partner.
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