Case Study: East Coast Migrant Head Start Project achieves 96% CSAT and 50% faster ticket response with Samanage

Enhancing Service Delivery and Creating Positive User Experiences with Samanage

East Coast Migrant Head Start Project (ECMHSP) is a nonprofit providing bilingual early childhood education and Head Start services to more than 3,000 children across roughly 45 sites in six states. ECMHSP’s legacy help desk (BMC Track‑It!) was unintuitive and lacked detailed user metrics and SLAs, causing fractured service delivery and poor internal user satisfaction, so the organization sought a simpler, cloud-based solution.

ECMHSP adopted Samanage, a cost-effective, cloud-based ITIL help desk with a service catalog and inventory agent to simplify support and eliminate on‑premise database maintenance. The implementation delivered a 96% CSAT, about a 50% reduction in ticket response time, ~60% faster hardware support resolution, a 25% reduction in help‑desk overhead, faster audits, payback within 1.5 years, and increasing cross-team adoption.

East Coast Migrant Head Start Project

Andy Pederson

IT Manager