Case Study: PRA Group achieves a streamlined IT service desk and end-to-end incident & asset tracking with Samanage

Samanage Creates a Well-Oiled IT Service Desk Machine at PRA Group

PRA Group, a multinational leader in acquiring non-performing consumer debt, relied on a US IT service desk to keep business units running and support expansion into new cities. Their legacy on-premises help desk was aging and being sunsetted, required client installs, lacked a consistent way to capture requests, forced manual asset scans, and made reporting and change management difficult — prompting the team to seek a web-based, easy-to-use solution that linked incidents to assets and delivered strong reporting and customization.

PRA Group implemented Samanage, a cloud-based service desk that provided a simple self-service portal, incident-to-asset tracking, and robust reporting. Adoption increased (incident volume doubled as users engaged more), IT gained end-to-end visibility from request to resolution, asset and contract management improved, and a customer satisfaction system was added. Samanage has since expanded beyond IT into real estate and facilities, with plans to roll it out to other departments.

PRA Group

Chad Brown

IT Manager