IT Service Management
“The Samanage integration with Slack is popular because in our IT channel, users can submit a request using the command "helpit" followed by an explanation of the incident that automatically opens the ticket for the user in the system.”
~Yohann Lecornet, Chief Technology Officer and Chief Privacy Officer
ZENCONNECT Exceeds Customer Satisfaction Goals with IT Service Management Solution
Founded in 2012, ZENCONNECT responds to network issues and business applications (mobility, security, availability, quality of service, new terminals, etc.) based on new network technologies, Wi-Fi, Telecom and Cloud. Working with customers to understand their business and operational specifications, ZENCONNECT offers simple, reliable and affordable solutions that best meet an organization’s needs and budget.
Without formal processes or tools in place, the IT team at ZENCONNECT was using internal email as their ticketing and service request tool. “We had inefficient processes,” said Yohann Lecornet, Chief Technology Officer and Chief Privacy Officer at ZENCONNECT.
As the company grew, more activities were sent to the IT department, leading to inaccurate inventory tracking and a growing need for consistent and automated asset management, order management, and license tracking.
“We had no way to relate all the incidents to a particular assets or clients,” said Lecornet. “Not only we were limited in tracking the actions taken by each technician, we were unable to truly see the costs going in and out of the department.”
As Lecornet and his team began to look into new IT service management solutions that could help them develop internal processes, ZENCONNECT focused on finding a tool that would help them develop a ticket management history, while also gaining control over their inventory with total traceability.
“It was very important for us to centralize all of the IT information into a single interface,” said Lecornet. “Increasing efficiencies through KPIs was critical to our success moving forward.”
A few additional features that ZENCONNECT was looking for in a new solution were:
- A smooth interface
- Integration with current tools in use
- Easy installation through the Active Directory
“We chose Samanage for its great customer service and simplified product implementation,” said Lecornet. “It is a very fast and user-friendly solution.”
Lecornet and his team quickly found a wealth of possibilities with Samanage. ZENCONNECT was able to easily integrate Samanage with SAML (Okta), deploy the asset management agent through their Group Policy via the Active Directory, and increase the ease of communication with the IT team through Slack.
“Our employees can easily and quickly open a technical incident by three means — email, website, or Slack,” said Lecornet. “The Samanage integration with Slack is popular because in our IT channel, users can submit a request using the command ‘helpit’ followed by an explanation of the incident that automatically opens the ticket for the user in the system.”
Samanage’s inventory management simplified tracking processes, giving ZENCONNECT the ability to know in real-time who has a particular asset. This allowed ZENCONNECT to begin managing contracts in a very precise way, backed with vital information to accurately track expenses for not only IT but every department that was submitting requests for new technology.
Also saving the IT team significant time was the Samanage integration with LogMeIn. “Quickly and simply with one click, our IT team can take over the computer of the employee to troubleshoot,” said Lecornet. “No need to go through different tools — it is centralized.”
Since the introduction of Samanage, Lecornet and team have better treatment of each incident with an accelerated response rate. Employees at ZENCONNECT are now reassured that their tickets are being handled through Samanage as they receive real-time information from the portal on who is processing the incident and what the status of the ticket is.
“The results of using Samanage are already present as the customer satisfaction rate exceeds 99%,” said Lecornet.