Case Study: Gainesville Regional Utilities achieves unified, automated IT service and faster retiree support with TeamDynamix

Gainesville Regional Utilities Improves IT Service with Automation and Integration

Gainesville Regional Utilities was struggling with fragmented IT tools and processes—separate systems for incidents, service requests, account management and PPM—plus a specific hurdle where retirees without Active Directory accounts couldn’t submit support tickets online. To solve this, GRU turned to TeamDynamix and its platform (ITSM/PPM with iPaaS and no-code workflow capabilities).

TeamDynamix implemented a unified “single pane of glass,” configurable no-code workflows and integrations (e.g., Workday and Active Directory) and worked alongside GRU via its in-house implementation team to enable retirees to use the service portal. The result was faster, more efficient IT support, reduced manual work for technicians, and measurable adoption—more than 150 retired GRU employees submitted service requests online in the first two months.

Gainesville Regional Utilities

Jean Clark

IT Manager for Enterprise Services