Redwood City, CA
No Solution In Place
IT Service Management
“We have the visibility to get a real understanding of workload, the types of issues coming in, and how often they come through.”
~Adrian Lopez, East Coast IT Specialist
Rocket Fuel Finds Unprecedented Visibility Into Multiple Departments Across 20 Global Locations
Rocket Fuel is an ad technology company founded in 2008 and based in Redwood City, California. Their marketing platform has its roots in big data and artificial intelligence, setting them apart from their competitors by advising companies on marketing directives based on predictive software. Rocket Fuel harnesses data to understand the moments of customers’ lives, allowing for a highly customized approach to targeted ads by optimizing them for specific customers. The result is a higher ROI due to a deeper understanding of the customer’s needs.
With over 20 locations worldwide and no formal IT management system in place, the moving parts throughout the locations of Rocket Fuel made it difficult to track and monitor the end user support they were providing and meet the SLAs set in place. As a result, they didn’t have a clear idea of whether or not they were handling incidents in a timely manner, relying on email correspondence to track and update tickets with their end users.
The Rocket Fuel IT department was initially two employees working to address the needs of all 700 of Rocket Fuel’s internal clients. Eventually, they invested in an enterprise IT team. With the team’s growth, it quickly became apparent that they had to get a better system in place, making an IT service management system a major priority.
“Without a system in place for tracking tickets and assets, and an increasing need for auditing from upper management, we knew that Google Groups, Docs, and Apps would no longer cover our needs,” said Adrian Lopez, East Coast IT Specialist. “We needed a solution that would significantly decrease the manual labor and human error.”
The Rocket Fuel team also knew they also had to have incident and task management, asset tracking, and inventory management if they wanted to continue to provide great service to their clients.
Samanage wasn’t an unknown ITSM vendor to the Rocket Fuel team, many of them had used Samanage in previous positions, and thanks to additional word of mouth and referrals, Rocket Fuel knew that they were getting a solution that could meet their growing needs. After examining Samanage in a new way, the Rocket Fuel team found that Samanage would provide them with visibility into team processes through detailed reporting and metrics, as well as task management across departments outside of IT.
“It was an easy win for us because many on the IT team had used used it before and we knew what it brought,” said Lopez. “We looked at other solutions, but Samanage had the right features and a great roadmap to take us into our future growth.”
One of the immediate benefits was the increased visibility, both within the company and with their customers. Rocket Fuel gained insight into their customer satisfaction with their surveys and got to see just where people were working. They got to see areas where processes could be streamlined for the clients — and even got to peek into the tasks of other departments to ensure that resources were being used appropriately.
“With Samanage, we’ve been able to reign in processes across multiple departments like HR and facilities, and expose a lot between departments where we didn’t have the exposure before,” said Lopez. “We have the visibility to get a real understanding of workload, the types of issues coming in, and how often they come through.”
Over time, Samanage’s platform allowed Rocket Fuel to be more proactive in how they approached customer service. By heading off a potential problem before it started, they are effectively able to reduce the amount of tickets they receive from customers — a win for all parties.
“We can now delegate tasks and assign them based on those tasks, ensuring that our customers are getting the service they need by the person who can help them efficiently,” said Lopez. “We’re now setting SLAs and understanding how we can improve team processes and help them be better at what they do.”