Samanage is now SolarWinds® Service Desk.
As Mi Doctor Family Medicine clinics grew, so did their IT needs. With hundreds of employees spread across more than 20 locations in Dallas-Fort Worth and Houston, the organization quickly determined that they had outgrown Microsoft Excel. It was no longer adequately managing and updating the clinic’s IT inventory.
“We had to do full inventories every year although we tried to update the spreadsheets every time there was a change,” said Esteban Lohr, IT Manager
As the business grew, however, this manual method of inventory control was becoming a huge obstacle to operating efficiently. It was also an unreliable source of data for making critical decisions about new purchases.
“We had to actually visit each clinic site to decide what was required and what was not,” said Lohr.
Excel also was insufficient in its ability to closely and accurately track all the IT incidents, issues, and problems they were experiencing. This prevented the IT staff from building a database of knowledge from which to learn and diagnose future incidents proactively and professionally.
Once the decision was made to bring their IT support in-house, the organization also determined the need to find a powerful web-based solution.
Samanage’s offering went beyond IT asset management with an integrated service desk that could attach assets to locations and users. In addition to being a SaaS-based solution, Samanage made it easy for users with a cleanly-designed and well-structured self-service portal. “Samanage was quick to implement and even easier to use,” said Lohr.
“By configuring a Group Policy in the Active Directory, the process of creating the inventory started in just a few minutes after we started using the system,” said Lohr. “We quickly became productive with the system. The Samanage clean design and well structured portal made it really easy to use.”
Now, using Samanage’s inventory management, any and all changes made to Mi Doctor Family Medicine’s IT inventory is automatically updated in one centralized system. With an automated inventory management system, the staff is more confident in their IT asset purchasing decisions. In addition, they can discover all the details of any hardware or software asset quickly using QR codes on equipment and accessing the mobile website.
The Samange service desk has made incident reporting and tracking extremely efficient. Since the team at Mi Doctor Family Medicine began tracking and measuring service quality KPIs, they now know exactly what areas they might need to work on to improve internal customer satisfaction.