IT Service Management
“With the way we see tickets now, we immediately gain more information than we’ve ever had before. Samanage is more intuitive, so our ability to respond to the end user has gotten quicker.”
~Steve Hiersche, Sr. Systems Administrator
SmartPak Increases IT Asset Visibility and Empowers End Users with Self-Service Portal
SmartPak Equine is a horse supplement and supply eCommerce store. Founded by horse riders, their business began with a line of pre-measured daily dose packs of horse supplements customized for each individual horse’s needs. Since then, their business has grown to encompass horse supplies, including tack and equipment, apparel, as well as canine products. With a commitment to being environmentally and a focus on charity and animal welfare, SmartPak has become one of the industry leaders.
While their previous solution was great for managing developer projects, SmartPak needed a solution that put IT first. The “old school” ticket creation process was excellent for developers, but difficult to use for IT services and led to complex tickets and notes that were difficult to decipher.
They knew they wanted a solution that could easily create service tickets, but inventory tracking was also a growing priority. The team needed the ability to see everything in their infrastructure, from devices to software, while having fast and easy mobile access to incoming incidents. The overall goal of a new solution would be to decrease the amount of time it took to resolve customers’ issues.
“We didn’t have a lot of visibility into the older tickets,” said Steve Hiersche, Sr. Systems Administrator at SmartPak Equine. “We had to dig deep to find what we were looking for. It was slowing us down.”
As they began to look around at different solutions, IT asset management was a critical factor. Having previously used spreadsheets to keep track of inventory, they sought a solution that could keep track of all the devices they had and have the ability to assign those devices to tickets.
After assessing vendors, including ServiceNow, Zendesk, and SysAid, the IT team at SmartPak found that Samanage had the ability to elevate their services throughout the organization with mobile access, benchmarking for their service desk, and an end user portal that would alleviate the massive amount of emails coming to them.
“Each of the others had a key utility, but Samanage put them all together,” said Hiersche.
SmartPak was able to dive in to using Samanage immediately. Right away they were able to see how easy it was to track devices and tag an asset to a task, all within the same tool. Samanage became a seamless integration into their daily processes, and in some cases, the inventory tracking had more information than they had anticipated, making their work even easier.
“With the way we see tickets now, we immediately gain more information than we’ve ever had before,” said Hiersche. “Samanage is more intuitive, so our ability to respond to the end user has gotten quicker.”
With inventory tracking in place through Samanage, the SmartPak IT team has been able to see not only the hardware moving throughout the organization, but the details of the software on each device, including the RAM, installed software, and even the serial number.
“We’ve used the reporting in Samanage more than we thought we would,” said Brandan Kusser, Jr. Systems Administrator at SmartPak. “It’s more powerful than we expected.”
As adoption of the Samanage platform spread throughout the organization of SmartPak, the IT team has been able to resolve tickets more efficiently, as well as direct more of the regular end user requests to their self-service portal and knowledge base.
“The end user portal has been key,” said Hiersche. “It’s given our customers access to see previous tickets, where their ticket is in the process, and even resolve some of the issues on their own. Also, if we want to share those tickets with other departments or team members, we can easily include a group of people or reassign, so users are getting feedback in real-time.”
The SmartPak IT team has also seen the benefits that Samanage can bring to other departments. They hope to integrate Samanage into Human Resources and Manufacturing processes in the near future.
“There are huge advantages of bringing other departments into Samanage,” said Hiersche. “We look forward to seeing what kind of capabilities Samanage can bring throughout the company.”