MediFit Corporate Services is a fitness and wellness management and consulting company. They design and manage corporate, community and residential fitness centers throughout the United States, Canada and Puerto Rico. MediFit also offers a variety of flexible health promotions and wellness solutions to promote the health and wellness of their clients, members and employees.

Changing negative perceptions of an IT team into positive interactions through

service management and an improved self-service experience.

From Zero to Hero:Changing IT’s Image in an Organization with Samanage

© 2014 Samanage Ltd. All Rights Reserved.

Fitness and wellness management

Industry

Case Study

IT function lacked a cohesive,

well-recognized brand

IT seen as a only a semi-effective

“punch-list” department, not as a

value-added provider

Existing ITSM solution was too

cumbersome and didn’t provide

sufficient insight to inform

strategy

ITSM Challenges

Background

Shvonne Craig, Director of IT Services for MediFit Corporate Services, sat in a Society for Information Management presentation where Robyn Winters, a communication expert and author, introduced the concept of “BrainBranding” and how it can be molded for IT professionals within their organiza-tions. BrainBranding is the idea behind how the brain influences decisions and how using its science can help develop a sharper brand focus and more meaningful customer relationships.

Craig realized that an IT team was indeed a “brand” that had customers, and when you don’t shape your brand, it’s shaped for you, and not always in a positive way. Craig took what she learned back to MediFit and polled the organization to find out how people really felt about their IT service. What she discovered was that her team was in no way seen as a “solutions” center. Employees throughout the organization felt that the Solutions Center wasn’t responding to them in a timely manner and that they weren’t relating to them, almost as if the IT team was speaking a different language.

“People just didn’t understand what we were there for, they didn’t really understand the value that the solution center provided. People wanted to avoid us, unless they abso-

Challengeslutely needed us,” says Craig. The Solutions Center team was putting so much work into the support they were providing that they were just plowing through tickets, dropping the ball and failing to follow up with their customers.

“Our old ITSM solution was just not working for our needs any more. It didn’t help us provide that strategic level of service that we needed,” Craig said. “We had to spend a lot of time using other tools to piece to-gether a solution that would work. It often failed to give us full insight as to what was going on, so we couldn’t effectively manage anything. All the while business didn’t stop and more requests were coming in.”

MediFit narrowed down their solution op-tions to three tools that would potentially meet their needs, and reviewed the solutions from a usability standpoint. Craig said, “We just wanted to have the latest and greatest at all times. We didn’t want to worry about support, software or maintenance. We just wanted to use it.”

Solution

Through Samanage, MediFit IT

Services was able to streamline IT

service delivery, reduce training

time and costs, transform from a

“service desk” to a “unified service

management” model for the whole

organization, and enhance its repu-

tation within company walls.

Outcome

TM

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With Samanage, MediFit was able to go from a help desk to an organization-wide service desk, creating a unified service management offering that reached beyond IT to other business units with very little training. They were able to create roles and workflows within Samanage so each team member could manage and respond to their direct tickets.

Greater automation and comprehensive features stream-lined workflow and increased efficiency. With the new solution, the IT team was able to cut new employee com-

Benefits

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The MediFit Solutions Center team collaborated and tested the options based on their must-have criteria:

Asset management to limit the need for team mem-bers to manually sync every time they needed to confirm the status of assets.

Ability to manage contracts and licenses.

A knowledge base where the entire organization could look for their own solutions without having to wait for the Solutions Center team to provide answers.

Something that was scalable so if the organization was to grow 10% or 80% in 1 year or 5 years, the tool could handle the increase.

The ability to easily integrate into the tools that they currently use with a single sign-on (SSO) solution.

The team selected Samanage. Not only did Samanage meet their must-have needs upfront, once the team started using the solution they realized that they could check off some of their “nice-to-haves” as well, which included service management and cross-functional use.

”We just wanted to have the latest and greatest at all times. We didn’t want to worry about support, software or mainte-nance. We just wanted to use it.”

Shvonne CraigDirector of IT ServicesMedifit Corporate Services

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puter setup time by more than 50 percent. The IT group continues to use Samanage to track user experience on an ongoing basis to help it keep its reputation on track. After a major implementation Craig and her team reached out to the organization to get feedback, “On a scale of 1-10, how likely are you to recommend the Solution Cen-ter for help or assistance?” Over 90 percent of the replies chose a 9 or 10.

After a major implementation Craig and her team reached out to the organization to get feedback, “On a scale of 1-10, how likely are you to recommend the Solution Center for help or assistance?” Over 90 percent of the replies chose a 9 or 10.

With multiple departments utilizing Samanage, the Solu-tions Center no longer needed to tell an employee that they sent their ticket to the wrong place. MediFit saw cross functional benefits throughout the organization:

The payroll department being able to get rid of their shared e-mail box, which was cumbersome to manage.

End users now had a self-service portal with the same interface, no matter what department they were look-ing for information on.

The SSO integration tied in nicely with their estab-lished Google Apps, providing employees with only one login to remember and the capability to add docu-ments to incidents.

“We were able to get a great return on our investment and we were able to successfully improve the perception of the Solutions Center, which was our ultimate goal,” said Craig. The MediFit Solutions Center reduced operational and maintenance costs by more than 65 percent (includ-ing software license and maintenance, hardware costs, hardware maintenance costs, and HR costs). “Samanage was that supporting character that moved us from zero to hero. MediFit used Samanage to create the perception that they wanted to be people’s reality,” said Craig.