Case Study: Lifecare International achieves standardized IT issue tracking and faster resolution with Samanage

Samanage IT Service Management Helps Lifecare Cope with Rapid Growth

Lifecare International, a Dubai-based specialist health insurance intermediary managing benefits for 25,000 individuals across the Middle East and East Africa, struggled to support rapid growth with ad-hoc IT processes. Using Excel for IT service management left the team without standard operating procedures, alerts for breaches, consistent reporting or visibility into incoming requests, making it hard to predict demand on IT resources and assure timely ticket resolution.

Lifecare implemented Samanage — a SaaS, ITIL-aligned ITSM platform chosen for its ease of use and low infrastructure overhead — and went live after a single training session. The system enabled easy problem classification, standardized escalation, clearer tracking of assets and contracts, trend identification, and a growing knowledge base, leading to faster, more organized responses, better performance tracking and improved user expectation management.

Lifecare International

Alasdare Lambert

Group CFO