Case Study: Loot Crate achieves streamlined IT operations and inventory control with Samanage

Delivering Joy Starts with Delivering on Better Processes

Loot Crate, a Los Angeles–based retail subscription company that has shipped over 16 million themed crates since 2012, faced growing operational friction from its service desk: the old ticketing system couldn’t create multiple tickets or route cross‑functional tasks, the portal was unintuitive so users reverted to email, and there was no affordable, user‑friendly asset management—leading to longer ticket lifecycles and reduced IT adoption.

The team implemented Samanage to combine ITSM and ITAM in one platform, pushing an agent via Jamf to capture Apple device inventory linked to user accounts and rolling out an intuitive ticketing experience. Adoption delivered a flattened learning curve and positive user feedback, spurred cross‑departmental use (People/HR, Facilities, Finance), and enabled better workflows, visibility and reporting for budgeting and asset depreciation.

Loot Crate

Erich Gazaui

Vice President, Business Systems