Case Study: GE Johnson Construction Company achieves faster ticket resolution and higher support productivity with Samanage

Solutions Database Increases Productivity for Both Agents and Employees

GE Johnson Construction Company, a Colorado Springs–based builder of complex, schedule-driven projects with six offices and work across 13 states, experienced rapid growth that nearly doubled its workforce and ITS team in four years. As support requests mounted, the department struggled to track incidents and was overwhelmed by repetitive email- and phone-based requests for fixes, password resets, and lost devices.

The company implemented Samanage to auto-generate tickets from a support email, trained specialists on ticket management, and built a solutions database and service catalog. Support staff now resolve 70–80% of tickets using the knowledge base, sending solutions with one click, which speeds response times, simplifies onboarding of new specialists, and has enabled other departments to adopt standardized, group-based workflows for consistent service delivery.

GE Johnson Construction Company

Shannon Gwyn

Applications Administrator