New Samanage Features Focus on Agility and Experience
Samanage Benchmarking is marquee update in set of new features in the company’s cloud-based enterprise service desk software solution.
Cary, N.C. — June 10, 2015 — Samanage, provider of the only true cloud integrated enterprise service desk software on the market, today announced a number of new features from the first half of 2015.
The marquee highlight of the recent updates is Samanage Benchmarking, the first real-time service benchmarking solution for enterprise service desks. Samanage Benchmarking is an innovative way for service organizations to measure their performance in cost and quality metrics, and compare their performance to industry peers.
“The release of Samanage Benchmarking is a game-changer for the service management industry. It empowers service organizations of all sizes that want to achieve world-class service performance without the complexity or cost of traditional benchmarking,” said Doron Gordon, CEO, Samanage. Samanage Benchmarking is now available to existing and new Samanage customers in their application for immediate use at no extra cost.
Samanage has been committed to an agile engineering model since inception. Its multi-tenant architecture provides the platform to update their service desk software quickly and continuously with no downtime or disruption to its growing customer community. The speed at which updates are delivered in the product is also powered by unparalleled customer collaboration.
“Samanage never ceases to impress me with their ability to take feedback from their customers and turn it into product updates with zero downtime,” said Jason Yeary, customer service supervisor at Augusta Health. “I would be spending countless hours taking updates with any other software vendor but Samanage does it without interrupting my daily workflow.”
The company is also built upon a “zero open bugs” engineering mentality. “The way traditional software services work is by tracking all bugs in support and prioritizing them for the next release,” said Nir Tzur, vice president of engineering at Samanage. “The result is potentially thousands of open bugs that get carried over and moved from one release to another without being remediated – if they are addressed at all.”
“At Samanage, we strive for ZOB (zero open bugs) by committing to an aggressive bug resolution SLA. We don’t accrue bugs, we just fix them as they occur in respective priority,” said Tzur.
Key product updates from the first half of 2015 include:
– Reporting enhancements including new statistics, report saving and scheduling
– Agent collision detection and prevention
– Enhanced reporting of service level agreements (SLA) breaches
– Ability to add portal users as change approvers
– New dashboard widgets for change management
– Ability to refine customer satisfaction surveys for each service desk
– Enhanced inline images support in rich text editor
“We believe in delighting our customers on a daily basis, rather than waiting for one big release to drop,” said Tzur. “The Samanage team is very active in our online community, engaging with customers and encouraging the exchange of ideas and suggestions for improvement every day. If a feature is going to make life better for our customers, then we work to make it happen. It’s that simple.”
Samanage, the service success company, is the most reviewed and highest rated IT service desk solution. We are redefining employee service experiences by empowering organizations to maximize the potential from their most important asset – their people. Samanage’s cloud-based employee service management platform is smart, easy to use, and inspires companies ranging from startups to global market leaders to simplify complex tasks and automate services across their entire organization. With more than 2,000 customers around the world in a variety of vertical markets, our software can be tailored to meet specific service needs.