Case Study: SmartPak Equine achieves faster ticket resolution and improved IT asset visibility with Samanage

SmartPak Increases IT Asset Visibility and Empowers End Users with Self-Service Portal

SmartPak Equine, an eCommerce leader in horse supplements and supplies, needed an IT service solution built for IT rather than developers. Their previous developer-focused tool made ticket creation and searching past incidents slow and confusing, limited visibility into devices and software, and increased time-to-resolution and customer frustration.

By adopting Samanage, SmartPak implemented IT asset management, mobile access, and an end-user self-service portal that lets customers track tickets, view past issues, and resolve some problems themselves. The IT team can now tag assets to tickets, run powerful reports, resolve incidents faster, and is extending Samanage into other departments—improving visibility, responsiveness, and overall customer satisfaction.

SmartPak Equine

Steve Hiersche

Sr. Systems Administrator