Providence, Rhode Island
IT Service Management
Service Desk Ticketing
“Samanage has enabled us to be more proactive as opposed to reactive as an IT team.”
~Dan DaSilva, Lead IT Specialist
UEMF Rescued From Servers with Samanage
University Emergency Medicine Foundation (UEMF) is an academic emergency medicine physician practice plan, part of the Department of Emergency Medicine at the Brown University Alpert Medical School. UEMF also provides emergency department staffing for Rhode Island Hospital, Hasbro Children’s Hospital, and The Miriam Hospital. UEMF member physicians also train resident physicians at the Brown University medical school.
To serve their 135 physicians and mid-level providers and the 215,000 patients per year they treat at their clinical sites, UEMF needed an efficient way to organize the large number of service tickets they receive.
The solution that UEMF was using did not have a way to properly organize and keep historical records of the service tickets that come in. Their former solution also did not have basic features that were necessary for their organization to completely utilize it.
Dan DaSilva, UEMF’s Lead IT Specialist knew he needed a new solution to better fit their large physician and patient network.
UEMF’s IT Team wanted a SaaS solution, because UEMF supports users who are not in their direct network. They chose Samanage because it allows UEMF to ensure that all tickets receive the appropriate level of support and responsiveness. They also liked the responsiveness of the Samanage sales and support team, which enabled them to easily implement both the service desk and asset management services.
UEMF appreciates the reduced support to hardware and maintenance of servers. He also uses and likes the reporting functions, which allows UEMF to keep track of previous incidents and any changes to their environment. “Samanage has enabled us to be more proactive as opposed to reactive as an IT team,” says Rounds. Another advantage is that Samanage has allowed UEMF to proactively manage end users’ equipment and audit their network environment for any issues.
Since UEMF started using Samanage, they have experienced a 20% decrease in time spent managing software and more than a 40% decrease in ticket response time. One key benefit Rounds has found by using Samanage is the ability to audit their environment for potential threats and problems. Rounds says, “Samanage provides the users with a one-stop portal for all of their IT needs.”