Case Study: Unyts achieves streamlined ticketing and faster response times with Samanage

Samanage IT Service Desk Ignites Efficient Communication Throughout Unyts

Unyts, a Buffalo‑based nonprofit that manages organ, tissue, eye procurement and regional blood banking, faced limitations with its legacy ConnectWise service desk: the system couldn’t be customized, reporting and executive metrics were hard to pull, end‑user notifications were poor, and maintaining the old vendor setup would raise costs. IT leadership needed a more flexible, visible, and mobile solution to meet both operational and reporting demands.

They adopted Samanage for its ease of use, customization, mobile access, self‑service and automated change management. The transition was smooth; tickets and notifications are now streamlined, end users can self‑resolve or update requests, and IT can run detailed reports and meet SLAs more consistently. Results include faster response times, better communication, automated approvals, and expanded use across facilities and upcoming asset management initiatives.

Unyts

Matt Mowrey

Director of IT