Case Study: AC Transit achieves dramatically faster ticket resolution (from 19 days to 1.5 days) with Samanage

Flexible and Lightweight Samanage IT Service Desk Notifications Keep AC Transit on Track

AC Transit, the Alameda-Contra Costa public bus system serving 13 cities, struggled with an unwieldy FrontRange ITSM deployment that forced technicians to fill excessive mandatory fields, provided no notifications when tickets were reassigned, lacked visibility into workloads, and made reporting and searches cumbersome—resulting in poor adoption and tickets sitting open an average of 19 days.

AC Transit implemented Samanage for its lightweight, user-friendly workflow and features like email-tracked notifications, mobile reassignment, ticket cloning, templates and easy metric tracking. The new system streamlined processes (reducing steps from four to one), improved adoption and reporting, provided proactive reminders, and cut average ticket resolution time to about 1.5 days.

AC Transit

Darrell Takara

Project Manager