Case Study: NaphCare achieves faster, more efficient self-service IT support with TeamDynamix

NaphCare Improves IT Service Desk with No-Code Smart Service Management

NaphCare, an Alabama-based provider of healthcare services and software for correctional facilities that supports technology for about 4,600 employees and users of its TechCare EHR, was hampered by a non-ITIL, limited IT service platform that lacked automation and self-service. Seeking faster response times and greater efficiency without adding staff, NaphCare selected TeamDynamix for its no-code Smart Service Management—especially the customizable self-service portal and the iPaaS automation/integration capabilities.

TeamDynamix delivered a tailored self-service portal and iPaaS drag-and-drop automation to route requests, surface knowledge-base articles, and build workflows (with planned integrations to Adaxes/Active Directory). The result: faster, more efficient IT support handled with the same headcount despite rising ticket volumes; users can track and resolve many issues themselves; and provisioning improvements are projected to cut new-user setup to under five minutes and eliminate a week of manual software installs—boosting productivity and customer satisfaction for NaphCare.

NaphCare

Barry Bowden

IT Service Desk Manager