As Rice Toyota has grown, so has its dependence on computer applications and systems
to deliver a high level of customer service and customer satisfaction. With more than 180
employees using computers to access applications in four buildings, Rice’s small IT
department was increasingly challenged to resolve user support issues while keeping
systems up and running. With an average of 80 help desk tickets a week, and employees
working onsite in four different buildings as well as remotely, the dealership’s IT manager
sought a solution that would enable him to more rapidly resolve issues and keep
employees focused on serving customers.