Innovating IT: The Inteva Products Story
In this webinar, Haresh Solanki and Craig Stockman of Inteva Products will share their journey to a user-friendly and cost-effective service desk for all.
Welcome, everyone. I’m Heather Barefoot from Samanage, and I want to thank you for joining us for today’s presentation, “Innovating IT: The Inteva Products Story.”
Before we begin, I’d like to share a few logistical items with you. Yes, you will receive a recording of today’s presentation. I will be following up with everyone who registered for the webinar to make sure you receive that recording. We welcome your questions, so please address any questions or need for clarification using your GoToWebinar controls –questions box. We encourage your questions and will address as many as time allows at the conclusion of the webinar. If we don’t get to your question on the webinar, please know we will follow up with you directly after the presentation to get your question answered.
We are thrilled to have so many of you join us today. The registrations for today’s webinar are a good mix of people we have had the pleasure of connecting with before, as well as a number of first time attendees. Because we have so many new faces joining us, I want to give a brief introduction of Samanage.
Samanage provides enterprise service management software that helps IT organizations and all other departments deliver exceptional service every day. Our number one mission is to make all of our customers achieve real value throughout their organization by empowering end users and agents and streamlining the service request and delivery process with a beautiful software product. Our software is instantly deployed via a true cloud, SaaS-based model. There is no hardware or software installation required, and no maintenance is required. Getting started with Samanage is easy thanks to our true cloud environment. Many of our customers are getting started in a matter of days not months.
And with that, let’s get to the main attraction for today. It’s my privilege to introduce our guest speakers, Haresh Solanki and Craig Stockman from Inteva Products. Haresh is the Global Help Desk Manager based in The Netherlands and Craig is an IT Developer based in Michigan. Welcome to you both, and thank you for sharing your experience with us today.
Haresh, before we jump into the details, why don’t you tell us a little bit about Inteva. Craig, maybe you can help out and tell us a little bit about Inteva.
Inteva Products is a leading global tier-one automotive supplier focused on delivering high-value, low-mass, innovative components and modules across four major product lines: Closure Systems, Interior Systems, Motors and Electronics, and Roof Systems. We have approximately 43 leading-edge product development and manufacturing sites are located around the world, near the global and regional OEMs they serve. We have about 12,500 people in 18 countries and is headquartered in Troy, Michigan USA.
Craig, tell us a little bit about your previous service desk experience? What were the limitations you faced?
So our previous solution, if you want to call it that, it wasn’t really streamlined. We had a lot of issues with the interface. Just a lot of user complaints saying, “hey, we can’t find what we need, we can’t get what we need.” No one liked using it, so we just had a bad user experience. The licensing cost and custom developments that we had to pay for just went way out of budget and kind of got out of hand quickly.
So, how did these limitations impact your work?
So again, the team and users just found it too complex and really found it to be just out of touch with the end user experience, so that really led to people in our local sites not using the application at all. People weren’t submitting tickets. They were going through email or direct phone calls so we weren’t tracking our incidents and problems and we didn’t have good metrics coming out of the solution.
Haresh, what were the most important factors that motivated Inteva to seek an alternative solution?
Basically, what we were looking for was a cost effective solution. Another important factor was easy to use user interface. Because most of the time a user doesn’t want many items to be filled, so easy to use interface. Easy to administer was another factor. A solution our employees enjoy using and actually utilize it. The solution module is very useful in Samanage. It’s very simple. We haven’t started implementing it, however, it’s part of our plan to implement it very soon.
And, what was Inteva’s most important buying criteria?
Important was cost saving. The previous application we were using, the service desk application, was quite expensive. Cost saving was important factor. Incident management, change management, and problem management. Another thing was integrated active directory, single-sign on feature. Custom workflows and business process automation since we have a couple different departments like HR, finance, and IT. They have their own workflows and custom forms and record types for example, HR change requests, IT change requests, we have ERP application and we need to have different access rights system. Easily scales with business growth. Data should be exportable on demand or by schedule report. Lazy emails approval because everywhere the management doesn’t want to log into the application and actually approve the request rather than just sending an email, so lazy email approvals. And, user interface that is user friendly.
I think one of the biggest, most important criteria for you was also language, right? You guys are a global company. So, can you tell me a little about how language was important.
Of course. Each of our different sites in Europe the speak a different language, or let’s put it this way they speak their own language. Whether that’s in Germany they speak German, France they speak French. Samanage allows them to interact with the application in their respective languages, which was very appealing. If you see the number compared to our previous application, local users have really started to use the application. Language was one of our important features.
Craig, there are quite a few vendors in our space. Early on in Inteva’s selection process, what stood out about Samanage?
I did a review of a lot of the industry leaders and had varying experiences with all of them, but Samanage really stood out from all of them because of their team and customer service. I kind of got access to product developers and just the account reps were really knowledgable. We had some really specific requirements, but we were able to approach Samanage alongside of us and helped us build out those requirements and get it into Samanage. It was just a really positive experience with us. They also gave me access to their customer community, the Samanage community which basically had direct contact with other Samanage users and Samanage employees where we could bounce off ideas and talk about its limitations and just go through everything there. We just really felt like it was a complete wrap around experience when were were just investigating solutions and it made our choice kind of easy.
What drove Inteva’s decision to choose Samanage? Let’s hear from Haresh first then Craig.
Sure so as I said, annual costs including licensing, development, and maintenance were very important for us. In our previous solution, application we used to have third party companies to double up our customized version so annual costs was very important factor.
Also as I said Samanage’s ability to use different languages was an important factor. We are a global company and all of our employees need to feel comfortable using the application in their respective language. Search functionality of the service catalog allows anyone with access to Samanage to search and discover workflows for common ticket requests. And, the most important thing was single sign-on. Most of the time help desks receive so many calls to help desk to reset the password. It works really well with Samanage because of single sign-on, you don’t have to remember the Samanage password. You know it just synchronizes with your active directory. The moment you reset your active directory password, it just takes that password and lets you in. This helps our team to focus on different projects and work on larger tickets. It’s a big reduction in work and has saved us substantial amount of time.
Craig what are your thoughts?
When I first initially reviewed the application I noticed it was really user-friendly. I got a couple of other it guys in and just sent them the link, gave them access, and I didn’t have to train them at all. They just kinda could find their way around the app without having to receive any training. We also wanted a self-service portal where our end user employees could go to request services and put in incidents and see what incidents they had out there. Samanage had a nice end user portal. We also wanted a knowledge base with a search feature that we can put in our solutions and things and people can go and get self help. I’ll also speak to the community. I had access to the product team and talking with them was very valuable. The fact that it wouldn’t require a third party to implement, we could do it ourselves in a couple weeks.
Craig, what has the impact been since Inteva migrated to Samanage?
There’s been a lot of impact. I’m definitely a metrics guy, so I always think that numbers speak louder than words do. While we were going through the implementation in Sept 2014 we were still in our old solution, so I pulled how many requests we had in our production environment at that time, and it was 1,028. And, I pulled to see what our total was for 2014 and the end of last year and it was 11,080.
To some of our attendees, 11,000 incidents might seem like a successful system. What was missing in these metrics for Inteva?
A lot of things. We can kind of fast forward to today in Samanage and we can see that we’re already exceeding the total number of incidents and we can see growth in our incidents. As you guys can see from implementation to now is 118% growth which is huge because it means that people are using the system, our local sites are adopting the system, and everyone is just enjoying using it. Now we have our recordables and our metrics in our ITSM tool where we can then see our trends and what the big issues are. We have all of that now that we capturing the data and it’s not getting lost in email or verbal communication.
So, what were your concerns going into this implementation?
My concerns were a really tight timeline. We only had a couple of months to replace the old system and that was just a big crunch. But we certainly met the goal. We had from August to November, but we got it done with a lot of lead time going into it.
Did you expect to see this kind of adoption in your first 5 months?
To be honest, I did because I liked the application so much and it was such a polar opposite to our previous application. I knew once people got into the application, got their hands on it, and saw what it could do and they could search for a case number and they could find that case within seconds, I knew that people were going to like using it.
This is where you guys are at as of today. Can you give us the rundown of these numbers compared to your old solution?
Sure, so in just a few months, like I said, for all of last year we had 11,000 incidents and we’re already past it. I think this was at the end of June there that we were at 11,000. Again, users are using it and we also, on top of all of this, we’re using it more and getting more value. We reduced our annual licensing cost by 75% from our old solution.
Craig, you talk about 75% in annual costs savings. I know for a lot of vendors and customers, that’s a pretty magnificent statement to make. From a help desk perspective, where did you see those cost savings?
Again, basically it was our annual licensing cost that we reduced 75%. And, that’s in addition to reducing custom development because we don’t need to pay for that anymore. So, it was just the total cost of our old solution versus Samanage was a 75 percent reduction.
Haresh, what’s next for Inteva Products?
Definitely knowledge base development. The solution module in samanage is pretty simple, easy to use, and I’m 100% sure that user community, the non-IT user community would use it, so that’s our target to implement our knowledge base. And, we would also try to see the asset management part, so these are the two modules we’d like to implement.
Looks like we some questions from the attendees. Here’s one for Craig: You talked about the community earlier. What is the community and what makes it different than a forum?
The community is just, kinda, it’s hard to explain I guess, but it’s a place we can go to ask questions and give our ideas. See new product roadmaps, things that are coming. A lot of the times the Samanage team will say “hey we have this coming, what do you think about this?” and just kind of bounce things off. And basically, I did a few feature requests that got a lot of support from other people, you can like it and upvote it and it kind of changes the roadmap of Samanage to maybe develop that sooner. It’s just something we can access to talk to each other and network and really use the product in a new way or see how others are using it.
We have a question for Haresh next: Was there a strategy behind not implementing the asset management at the same time as the service desk?
It’s a good question. So, as Craig said we had a really tight timeline when we were implementing Samanage. Our main focus was on our ITIL service desk module for instance instance management, change management, and problem management. These were the areas we implemented first and as I said, the second phase would be trying knowledge base and asset management. There was no strategy for not using asset management at the first instance.
We have another question for Craig: Reporting tends to be difficult in my current solution. What types of reports are you pulling?
I probably pull a little different reports than Haresh. Haresh is our global help desk manager, so he might be able to tell you what he pulls out of that a little better than what I can.
Haresh, would you like to add anything?
Of course, so in Samanage you get a kind of an exportable Excel format report. I prepare a different kind of KPI, as we introduce Inteva we have 43 locations, 43 locations that have their own local IT. We get information like, how many tickets were created locally and how many tickets were resolved at corporate level. A couple of more reports, like a customer satisfaction report and how many changes we did in previous month. These kind of reports we basically pulled from Samanage.
We have another really good question. Have you implemented Samanage with a remote support tool? I’m going to let you guys decide who wants to answer that one.
No we have not. I know it’s possible, I think. I forget what you have available but I think there are some possibilities available.
Thanks for sharing your time with us today, and your experience. Also, thank you everyone for attending. As I mentioned earlier, the slides and presentation will be sent out afterwards. If you have any feedback on today’s presentation, would like additional information or have suggestions for future topics, please reply back to the email I will send out after this session. We look forward to you joining us on a future webinar. In the meantime, be sure to visit samanage.com for more information on some of the features Haresh and Craig talked about today.