An IT Service Desk People Enjoy Using? Inteva Products Found It with Samanage.

Background

Inteva Products, LLC is a leading global automotive supplier providing automakers with innovative, reliable, environmentally friendly products that enhance vehicle quality and performance. Inteva has global resources for engineering, manufacturing and customer service for Closure Systems, Interior Systems, Motors and Electronics, and Roof Systems. Formed in 2008, the tier-one supplier is focused on achieving sustained global growth, providing excellent customer service and driving innovation. The name Inteva was selected by combining the three words that serve as the foundation of what the company provides: innovation, technology, and value. Inteva Products, LLC employs more than 10,000 people in 18 countries.

Challenges

Inteva Products was using a platform that was highly customizable, but the team found it to be too complex and out of touch with the end user experience. The Inteva IT team saw that many users were avoiding the system due to the complexity and amount of time it took to create a ticket. The IT team decided to move to a new solution for their IT service desk needs.

Once on a new solution the team spent more than what was budgeted. The end users, as well as the IT team, found that the user portal was not as user-friendly as they would like. “The solution just wasn’t as streamlined as we needed it to be,” said Craig Stockman, IT developer at Inteva.

In July 2014, the team recommended that the company should consider moving to a new IT service management (ITSM) tool to obtain a higher level of functionality.

“Annual costs, including licensing, development, and maintenance were the most important factors as we began the search,” said Haresh Solanki, global help desk manager.

Solution

Inteva Products has unique requirements because in addition to the corporate IT group, the company has local IT groups on site at each location. The IT team began its search for a new solution on Google. Stockman then looked to friends – and even family members- in the industry for recommendations. Stockman and his team went through demonstrations and trials with multiple ITSM service providers, including ZenDesk, Samanage, ServiceNow, ManageEngine, and FrontRange HEAT. “Until we could actually see a product and use it, we didn’t want to buy it,” said Stockman.

Inteva Products had a list of features and functionality it was looking for, including:

After working with the sales team at Samanage, Stockman found that the Samanage solution would meet Inteva’s needs. Samanage even worked with Stockman to create a custom global routing system for service catalog and incidents for Inteva Product’s worldwide IT operations.

Benefits

“Implementation was quick,” said Stockman. “Within a couple of weeks of launching Samanage, we already hit a thousand incidents.”

With their previous solutions, Stockman noticed that users just weren’t leveraging the tool the way it should have been used. “With Samanage, people are actually using the solution,” said Stockman. “We’re seeing an average of 200-plus incidents a day, which is double what Salesforce was producing.”

Not only has the user interface been simplified, but the IT team has found a solution that works for Inteva. “With single sign-on, an updated feedback module, and an informative dashboard, Samanage has made administration easy and customization less complicated,” said Solanki.

“Samanage lets us sleep better at night,” said Stockman.

Using the OneLogin single sign-on integration with Samanage, Stockman has been able to easily update user information. The IT team has found that using the Samanage IT service desk has led to much less regular maintenance required of his team, leaving the team members time to focus on larger incidents and projects. Samanage has allowed the Inteva IT team to work through business processes and workflows with significantly fewer customizations required.

The biggest accomplishment the Inteva team has seen since moving to Samanage is significant savings of almost 75% in annual costs from its previous solution.