Colonial Companies, located throughout Texas, is one of the largest mortgage servicing companies in the US, with over 600 employees and roughly $1 billion in total assets. Although Colonial has been very successful at providing financial services support, they were struggling with tracking and monitoring their customer service efforts: no knowledge base, closed ticket statistics, response time on calls, and call wait times. With only four help desk employees working at a time and only covering from 8 a.m. to 5 p.m., Colonial was lagging behind its competitors in terms of customer service. And with such a small, overworked help desk staff, Colonial didn’t have the time or resources necessary to implement a more structured and sophisticated help desk solution. However, Colonial needed to resolve these reporting and customer service issues because they were receiving a greater number of customer complaints.