Wright Line Selects GroupSoft HelpDesk

Wright Line Selects GroupSoft HelpDesk

Newton, MA, September 2, 2004 - Wright Line LLC of Worcester, MA has selected GroupSoft HelpDesk, from Newton, MA-based GroupSoft Systems, Inc., for its information technology department. GroupSoft HelpDesk will be used to measure and improve the service provided to employees who contact the company's help desk. It will also keep track of IT assets such as laptops, PDA's and servers. A second phase of the roll-out is planned that will expand the issues being tracked beyond the information technology group to include the maintenance department.

According to Stacie Macricostas, Manager of IT Support at Wright Line, the system has been well received. "We are very pleased with the initial roll-out of the GroupSoft product. It has allowed us to streamline our processes and compile and track reports in a timely and efficient manner. Furthermore, it did not necessitate the introduction of another software platform as it is a Notes database", she said.

"GroupSoft HelpDesk is a great fit at Wright Line, where they can leverage their investment in Notes/Domino technology and get a locally-developed and locally-supported product for a much lower total cost of ownership than alternative packaged software", states Carl Fink, GroupSoft Systems' CEO. "This is one of many cases where we replaced a pretty sophisticated home-grown solution with our off-the-shelf software, freeing up internal development resources to focus on projects that will more directly impact Wright Line's business."

GroupSoft HelpDesk seamlessly integrates help requests made via phone, email or the web. It includes modules for request tracking, asset tracking, project management and a knowledge base. Employees can search the knowledge base, submit requests and check the status of previous requests from any web browser.

GroupSoft HelpDesk first shipped in 1997. It runs on Domino servers running Linux, UNIX, IBM iSeries and Windows operating systems, with a Notes or web browser client. The product is licensed with full source code. GroupSoft HelpDesk is deployed in over a dozen countries.


About Wright Line LLC

Wright Line, a global leader in the design and manufacture of consoles, enclosures, office and other specialty furniture, has been serving the information technology, office, engineering and high-tech manufacturing environments for 70 years. Their innovative designs are manufactured to the highest quality and safety standards. For more information visit Wright Line on the web at www.wrightline.com

About GroupSoft Systems, Inc.

GroupSoft Systems develops help desk and customer service software for IBM Lotus Notes/Domino. The company is based in Newton, MA, with customers around the globe. GroupSoft Systems is an IBM Business Partner. The company was founded in 1993, originally as a consulting business focused on Lotus Notes deployment and custom application development. The company's web site is: www.groupsoft.com

GroupSoft Systems, Inc.
(617) 544-7687

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