Leveling Up IT Service Management with Automation and Self-Service
Read how one organization is supercharging their IT Service Management with automation and improving its customer service experience.
March 2, 2023
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Sponsored by TeamDynamix
(SPONSORED ARTICLE)
For most organizations, the customer service experience can make or break a business. If employees and customers suffer through resolving issues like forgetting passwords or locating orders -- they are less likely to become repeat customers or high performing employees. This is why having a proper IT Service Management (ITSM) strategy, combined with the right ITSM tool, is so important.
For Shaner Hotel Group, quality customer service is the cornerstone of the hospitality company.
Providing exceptional service by attending to guests’ needs in a timely manner is essential to building relationships, earning loyalty and generating repeat business.
And behind the scenes, it’s the IT support staff who are responsible for serving the needs of hotel employees. If IT staff don’t do their jobs well, then employees can’t service guests effectively.
Shaner Hotel Group, a hotel management firm that oversees more than 60 properties across 15 states and four countries, achieves its success using TeamDynamix for IT Service Management (ITSM).
Prior to TeamDynamix, the hospitality business was using another help desk platform to manage IT services for employees. However, the program was “the most painful, complicated software I’ve ever used in my life,” says Vice President and Chief Information Officer Steve Shala.
With the prior solution, “we needed a dedicated programmer to make changes to our workflows,” Shala explains. Even creating IT support tickets wasn’t an easy process. Shala realized it was time to find a better system.
Since early 2022, Shaner Hotel group has used TeamDynamix to manage IT service for its 1,100 employees -- and both employees and IT staff alike have noticed a huge difference.
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Credit: TeamDynamix
The 5 Benefits of Using TeamDynamix at Shaner Hotel Group
Shala said using TeamDynamix has saved help desk staff considerable time and led to better IT service for Shaner Hotel Group employees. Here are some of the many ways IT staff and employees alike have benefited:
1. Self-Service Made Easy
TeamDynamix simplifies the intake process for IT support tickets with the use of a convenient self-service portal. Because it’s web-based, employees can initiate service requests from their phone or another mobile device. That’s an important benefit for an organization where many employees aren’t sitting at a desk all day. “With limited help desk employees, we’re trying to cut down on the number of phone calls we get requesting support,” Shala says. “We’re trying to push everybody online instead.”
When service requests come in through the online portal, they’re routed automatically to the appropriate team member for a response. Because help desk staff are answering fewer phone calls, they can respond to service requests faster and more effectively as they come in through the portal.
2. Efficiency through Automation
TeamDynamix allows organizations to set up automated workflows