Jeff Hulsey, Senior Director of Technical Services at the Arthritis Foundation, and his team were using WebCenter, a one to two person solution that fit their needs years ago. While there was never a glaring problem with the solution, Hulsey felt that it was time for them to move to a cloud based solution instead of a hosting. “I didn’t want a server here, I didn’t want a database,” said Hulsey. “I wanted a solution that users could easily reach online, so if our internal network goes crazy we still have a help desk available.”
“We knew there had to be something out there that would give us a fresh perspective,” said Hulsey. “We were ready for a solution that would be simple.”
As a non-profit, cost was a significant consideration as Hulsey began assessing multiple solutions. “I just couldn’t roll us into just anything. I couldn’t buy a cadillac of an ITSM solution,” said Hulsey.
Beyond the right price, Hulsey also focused on the usability of the cloud. “I wanted to be able to manage it, but not host it,” said Hulsey. The most important features for Hulsey and his team were:
Hulsey evaluated ZoHo, Spiceworks, FreshDesk, and Samanage, finding that the other service desk solutions were not as intuitive as Samanage. “Samanage worked with us and got us in the game,” said Hulsey. “It’s just more product, so it was a no brainer.”
“An added plus was the Samanage team. I was really taken by how much they cared about our service desk needs, and wanted to help me with no real pressure,” said Hulsey. Part of Hulsey’s evaluation experience also included leveraging the Samanage free trial which he found very intuitive.
“I didn’t want to buy the cadillac. With Samanage, however, I feel like I’m driving one,” said Hulsey. “I would put Samanage up against any of the bigger players in IT service desk software.”
The implementation of Samanage for Hulsey and team was easy. They started with their technicians, allowing them to customize and move items around the solution for a couple of weeks. “We were able to customize Samanage and make it very similar in appearance to our old solution, so the team could easily find items right away,” said Hulsey. The ability to customize Samanage was critical in the transition. It didn’t force them to call items something completely different as they were able to mimic terms they previously had in place.
There are numerous features that have changed the way the Arthritis Foundation’s IT team works. First, they no longer require a server on their domain anymore, decreasing the amount of time spent working through connection problems. Secondly, the team is impressed with the response of Samanage and its ease of use. “If you can access the the Internet you can access Samanage,” said Hulsey.
As a team they are now able to create, organize, and follow-up on their tickets better. “In the past we got into a habit of just taking phone calls and not creating a ticket for the requests. With Samanage we are tracking better and utilizing the knowledge base URLs to assist with incoming calls and tickets,” said Hulsey. “Previously we didn’t have any reporting, so the sky’s the limit with us.”
What other processes has the Arthritis Foundation transformed? Multiple departments can use Samanage, creating one system that allows IT to stay out of operations requests and focus on the technical tickets. This central location in the Samanage service catalog allows users to find forms that were once scattered all over the place. “In the old system I saw every ticket and pushed them around,” said Hulsey. “With Samanage, each department head can have control over their own tickets.”
“It’s nice to have something modern and new, that’s also so practical for our needs,” said Hulsey. “It’s more than a beautiful product. You can glitz up anything, but Samanage really works.”