West Berkshire, UK
IT Service Management
"We don’t just support tickets anymore -- we’re also taking on minor project work which is increasing revenue, all because Samanage has reduced the effort needed to get the work done and delivered in an organized fashion.”
Scott Gemson, Support Coordinator
3chillies Increases Workload and Decreases Response Time with Samanage
Based in the United Kingdom, with offices spanning London, Reading, and Cardiff, 3chillies is a digital agency that specializes in creating high-performing websites, cross-platform mobile apps, and unique business applications. As experience technology experts, they serve organizations who aspire to deliver a better digital experience.
Due to company growth, 3chillies’ bespoke help desk software no longer suited the company’s requirements. The data being produced by the tool was limited and offered little MIS reporting. As a result, the tool was failing to provide the IT support team with a clear window into their true performance, making it difficult to track improvements on the level of customer service provided.
“We had over 200 open incidents,” said Scott Gemson, Support Coordinator at 3chillies. “That may not seem like at a lot, but the existing system was a little too cumbersome in providing the current priority and reporting ticket response time.”
3chillies recognized the crucial importance of having simple and accurate graphs to summarize the support function’s performance.
The company set out to find a new IT service management (ITSM) solution. “We all knew that we needed to change in order to meet the demands of the expanding support function,” said Gemson. “The big requirement was to enable 3chillies to have clear visibility of support SLAs.”
3chillies narrowed down their search to three solutions: ServiceNow, BMC Remedy, and Samanage. After attending demonstrations with each vendor, it became clear which direction the company should take.
“Samanage immediately jumped out to me as a more friendly and usable system,” said Phil Ward, Support Manager at 3chillies. “We could make use of the features we needed and not be forced to use those we didn’t.”
After falling in love with the design and feel, 3chillies found Samanage to be the best fit for the company. The company now uses the solution to manage all of the websites under their support service
“The overview of the support stream is benefitting client relationships through ensuring that customers are kept informed of ticket status and when changes occur,” said Gemson.
The Samanage dashboard has been a critical feature for 3chillies. It has more than satisfied their search for an organized real-time overview of their performance, allowing the entire business to see support productivity, and can also be used as a team-focused motivational tool.
“Moving to Samanage has been very helpful to me as a manager,” said Ward. “I have instant visibility of the current state of the support desk and what our most pressing tasks are. Reporting and MIS have become much easier to generate and we are able to demonstrate ROI to the rest of the business.”
The new system has allowed 3chillies to integrate service-level agreements (SLAs) into their service management offering. With Samanage, they found it easy to set timers, make custom rules for different clients, set SLAs per system, and manage/track SLA performance to ensure SLA targets are being met. This has allowed 3chillies to transition from an ad hoc help desk, to a full, tiered-package service provider.
3chillies has realized new opportunities within change management using Samanage. The company has developed their own system using the change management area for change requests to client websites, enhancements, and minor project work.
“Using the client-facing area, we can get a change completely mapped out, including steps, testing, and a roll back plan,” said Gemson. “We can even get approval for change requests through this area. After mapping out a change, Samanage sends a clearly structured automated email with all the details of the change. This email can then be printed or sent directly to the relevant developer so they can complete the necessary project work. This process improvement has generated extra revenue for the team at 3chillies.”
The ability to personalize incident states has boosted workflows by breaking up work, classifying the status of the task, identifying where the roadblocks are, and displaying if it’s in a testing or deployment phase. All this has given 3chillies a new perception on the work that’s open.
“Nine months into using Samanage, our unresolved incident count has reduced by 85%. We were down to 28 open incidents, from 200 last June, which is impressive given that our workload has increased by 145%,” said Gemson. “We’ve had 700 incidents so far this year. The workload has increased yet we’ve managed to reduce the overall amount of open tickets by a huge amount, and that’s really due to the improved organization provided by Samanage. The reduced incident count has given us the ability to take on more work whilst removing stress from the rest of the business, and we’ve become a high performing team because of it. We don’t just support tickets anymore — we’re also taking on minor project work which is increasing revenue, all because Samanage has reduced the effort needed to get the work done and delivered in an organized fashion.”