Case Study: Santex (software engineering firm) achieves improved IT service performance and global asset visibility with Samanage

Santex Discovers the IT Service Desk and Asset Management Go Hand-in-Hand with Samanage

Santex, a global custom software and web development firm of about 200 employees, was hampered by an in-house service desk that became hard to manage after its developer left. The tool couldn’t track IT team performance, enforce SLAs, or manage assets, leaving IT without reliable metrics or visibility into devices and processes.

Samanage provided an intuitive, quickly implemented service desk and asset management platform that restored SLA tracking, gave detailed asset visibility (assigning owners and tracking lifecycles), and produced service metrics used in performance reviews. The service catalog has also been extended beyond IT to support HR onboarding, overall ticket handling has improved, and Santex now has objective data to assess and optimize team performance.

Santex

Sebastian Pereira

Director of IT, Information Systems and Processes