Case Study: Walbec Group improves IT ticketing efficiency with TeamDynamix

Walbec Group cuts IT ticket handling by 2–3 minutes per request with TeamDynamix

The Walbec Group, a construction industry organization, faced challenges with an inefficient IT service process. With high employee turnover and most requests coming via email or phone, their IT team was bogged down by manual tasks and communication. To modernize their approach, Walbec Group implemented TeamDynamix IT Service Management (ITSM) to automate workflows and improve service delivery.

Using the TeamDynamix platform, the company developed a self-service portal with a searchable knowledge base and automated workflows for ticketing, onboarding, and change management. This solution led to a measurable reduction in ticket handling time, saving two to three minutes per request, and automated critical processes to ensure no steps were missed. The efficiencies gained allowed the IT team to become more strategic, and nearly three-fourths of service requests now come through the portal. Walbec Group is highly satisfied with the benefits realized from TeamDynamix.

Walbec Group