Case Study: EXOS achieves streamlined employee service delivery and automated IT workflows with Samanage

IT Takes the Lead in Employee Service Delivery

EXOS, an award‑winning human performance company, nearly doubled in size after acquiring MediFit and faced a pressing need for greater efficiency, automation, and defined SLAs. During the transition the IT team replaced Zendesk with Samanage and consolidated service management under Shvonne Craig to support a larger, distributed workforce.

Shvonne rolled out Samanage beyond IT—adding tech ops, facilities, procurement and more—building custom workflows, a service catalog, and long automated routing rules while training stakeholders. The result: a single employee service portal, faster ticket routing (saving roughly 20–30 tickets/day from the IT queue), largely self‑sustaining teams, and ongoing plans to integrate Workday to automate onboarding and offboarding.

Exos

Shvonne Craig

Director of IT Services