Despite the rapid growth of the company, Jessica Gasta, who manages and maintains the IT department herself, would get overwhelmed with the IT needs of employees. With a growing staff, it is not unusual that 75 people need something at the same time. Even this amount was getting hard to cope with, so Gasta knew that as American Time continued to expand, she would need an effective service desk solution.
Without a proper service desk tool, Gasta was having a hard time staying organized and on top of all tickets and incidents. “I would have people stopping at my desk, in the hallway, leaving me notes, emailing, calling, etc,” said Gasta. “It’s hard to stay organized when it’s coming from every direction.” The unfortunate reality was that tickets were getting lost in the onslaught of service requests, leading American Time began searching for a solution that would help the IT department stay organized and on task.
“I chose Samanage mainly for its ease of use. It’s very easy for users to create an incident, and I also like the reporting capabilities,” explained Gasta. Because Samanage is a cloud solution, Gasta can now access her IT system at any time from any of her devices. She can also give her management team visibility into the IT department by issuing them a login. Users throughout American Time are no longering questioning the status of the tickets, instead once they have logged a ticket they are able to see the resolution deadline it has been given and sit at ease.
“Samanage has greatly helped with organizing issues, time management, expectation management and visibility in the organization,” concluded Gasta. “The communication that Samanage offers to my users is great too.” American Time found it very easy to implement Samanage and quickly started logging tickets. The adoption throughout the organization has been so simple that American Time has already seen a 10% decrease in recurring incidents, and a 20% decrease in ticket response time.