Case Study: 3chillies achieves 85% fewer unresolved incidents and scales support with Samanage

3chillies Increases Workload and Decreases Response Time with Samanage

3chillies is a UK digital agency that builds high‑performing websites, apps and business applications. Rapid growth exposed limitations in their bespoke help‑desk: limited MIS reporting, poor visibility into ticket status and SLA performance, and more than 200 open incidents that made it hard to track and improve response times.

After evaluating ServiceNow and BMC Remedy, 3chillies chose Samanage for its usability and real‑time dashboard. Using Samanage’s SLAs, customizable incident states and change-management workflows they improved reporting and automation, handled 700 incidents in a year, reduced unresolved incidents by 85% (from 200 to 28) despite a 145% workload increase, shortened response times and unlocked new revenue‑generating work.

3chillies

Scott Gemson

Support Coordinator