Yorkshire Water Streamlines its Internal Operations with Service Request Automation
More than 100 Self-Service Requests Built in Record Time with Samanage’s Enterprise Service Management Platform
Cary, N.C. — January 12, 2016 — Samanage, the provider of an enterprise service management platform that makes work life better, today announced that Yorkshire Water will expand its application of Samanage’s solution to its more than 2,500 employees. Yorkshire Water is a water supply and treatment company serving 4 million customers in the north of England.
The expansion will allow Yorkshire Water to implement a cloud-based internal service management system that provides self-service options to streamline cross departmental services as part of the company’s shared services initiatives. Yorkshire Water is using Samanage to streamline service delivery across every department in the organization, with IT joining the solution this year.
“Samanage helps us get work done throughout our organization. Even before a new employee starts with our company, they’re hired knowing that we rely on Samanage to improve and track all processes within our organization,” said Tom Reid, Software Integration Analyst at Yorkshire Water. “With Samanage, we’ve discovered that you can have a huge company with very little paper documentation. Samanage is the source of our knowledge and data, affecting everyone from the directors all the way down. It’s not just a ticketing tool, it’s a platform that continuously allows us to improve processes and enhance customer service within our own organization.”
Yorkshire Water began using Samanage’s IT service management solution in 2014. Since then, Yorkshire has extended the use of the Samanage solution to almost every department throughout the organization, delivering a shared services operating model and consistent customer service that is bringing a completely new level of value throughout the operation. From some of the most complex interdepartmental service challenges to the most mundane, Samanage is helping transform Yorkshire Water into a modern 21st century company that is making work life better for its employees.
“We have always strived to make work life better by reimagining how IT services can become more infused into the business operations across the entire enterprise,” said Doron Gordon, founder and CEO of Samanage. “Seeing this vision come to life at Yorkshire Water is proof that providing users with an agile approach to streamlining service requests actually changes the way companies operate and enable employees to be more productive, with the ultimate goal of bringing greater value to their personal roles within the company. It truly is all about making work life better.”
About Yorkshire Water
Yorkshire Water manages the collection, treatment and distribution of water in Yorkshire, supplying around 1.24 billion litres of drinking water each day – that’s a lot of water.
At the same time, Yorkshire Water also collects, treats and disposes of about one billion litres of waste water safely back into the environment. To do this Yorkshire Water operates more than 700 water and sewage treatment works and 120 reservoirs. Yorkshire Water looks after 62,000 miles of water and sewerage mains – enough pipework to encircle the earth!
Yorkshire Water’s job is to keep the pipes in good working order and continually improve them. They’re currently spending around £750 per household to maintain and upgrade pipes while working to reduce the risk of bursts, low water pressure, incidents of discolouration, sewer flooding and odour problems.
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.