ot only did Samanage meet their must-have needs upfront, once the team participated in demonstrations and actually started using the solution they realized that they could check off some of their “nice-to-haves” as well, which included service management, and cross-functional use.

1. MediFit Corporate Services is a fitness and wellness management and consulting company.
They design and manage corporate, community and residential fitness centers throughout
the United States, Canada and Puerto Rico. MediFit also offers a variety of flexible health
promotions and wellness solutions to promote the health and wellness of their clients,
members and employees.
Changing negative perceptions of an IT team into positive interactions through
service management and an improved self-service experience.
From Zero to Hero:
Changing IT’s Image in an Organization
with Samanage
© 2014 Samanage Ltd. All Rights Reserved.
Fitness and wellness management
Industry
Case Study
IT function lacked a cohesive,
well-recognized brand
IT seen as a only a semi-effective
“punch-list” department, not as a
value-added provider
Existing ITSM solution was too
cumbersome and didn’t provide
sufficient insight to inform
strategy
ITSM Challenges
Background
Shvonne Craig, Director of IT Services for
MediFit Corporate Services, sat in a Society
for Information Management presentation
where Robyn Winters, a communication
expert and author, introduced the concept of
“BrainBranding” and how it can be molded
for IT professionals within their organiza-
tions. BrainBranding is the idea behind how
the brain influences decisions and how
using its science can help develop a sharper
brand focus and more meaningful customer
relationships.
Craig realized that an IT team was indeed a
“brand” that had customers, and when you
don’t shape your brand, it’s shaped for you,
and not always in a positive way. Craig took
what she learned back to MediFit and polled
the organization to find out how people
really felt about their IT service. What she
discovered was that her team was in no
way seen as a “solutions” center. Employees
throughout the organization felt that the
Solutions Center wasn’t responding to them
in a timely manner and that they weren’t
relating to them, almost as if the IT team
was speaking a different language.
“People just didn’t understand what we
were there for, they didn’t really understand
the value that the solution center provided.
People wanted to avoid us, unless they abso-
Challenges
lutely needed us,” says Craig. The Solutions
Center team was putting so much work into
the support they were providing that they
were just plowing through tickets, dropping
the ball and failing to follow up with their
customers.
“Our old ITSM solution was just not working
for our needs any more. It didn’t help us
provide that strategic level of service that
we needed,” Craig said. “We had to spend
a lot of time using other tools to piece to-
gether a solution that would work. It often
failed to give us full insight as to what was
going on, so we couldn’t effectively manage
anything. All the while business didn’t stop
and more requests were coming in.”
MediFit narrowed down their solution op-
tions to three tools that would potentially
meet their needs, and reviewed the solutions
from a usability standpoint. Craig said, “We
just wanted to have the latest and greatest
at all times. We didn’t want to worry about
support, software or maintenance. We just
wanted to use it.”
Solution
Through Samanage, MediFit IT
Services was able to streamline IT
service delivery, reduce training
time and costs, transform from a
“service desk” to a “unified service
management” model for the whole
organization, and enhance its repu-
tation within company walls.
Outcome
TM

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C A S E S T U D Y : M E D I F I T C O R P O R A T E S E R V I C E S , I N C .
With Samanage, MediFit was able to go from a help desk
to an organization-wide service desk, creating a unified
service management offering that reached beyond IT to
other business units with very little training. They were
able to create roles and workflows within Samanage so
each team member could manage and respond to their
direct tickets.
Greater automation and comprehensive features stream-
lined workflow and increased efficiency. With the new
solution, the IT team was able to cut new employee com-
Benefits
We’d love our next success story to be the one
we write together with you. Let us know how
we can help at 888-250-8971.
The MediFit Solutions Center team collaborated and
tested the options based on their must-have criteria:
Asset management to limit the need for team mem-
bers to manually sync every time they needed to
confirm the status of assets.
Ability to manage contracts and licenses.
A knowledge base where the entire organization
could look for their own solutions without having
to wait for the Solutions Center team to provide
answers.
Something that was scalable so if the organization
was to grow 10% or 80% in 1 year or 5 years, the tool
could handle the increase.
The ability to easily integrate into the tools that they
currently use with a single sign-on (SSO) solution.
The team selected Samanage. Not only did Samanage
meet their must-have needs upfront, once the team
started using the solution they realized that they could
check off some of their “nice-to-haves” as well, which
included service management and cross-functional use.
”We just wanted to have the latest and
greatest at all times. We didn’t want to
worry about support, software or mainte-
nance. We just wanted to use it.”
Shvonne Craig
Director of IT Services
Medifit Corporate Services
CASESTUDYMEDIFITCORPORATESERVICES,INC.
puter setup time by more than 50 percent. The IT group
continues to use Samanage to track user experience on
an ongoing basis to help it keep its reputation on track.
After a major implementation Craig and her team reached
out to the organization to get feedback, “On a scale of
1-10, how likely are you to recommend the Solution Cen-
ter for help or assistance?” Over 90 percent of the replies
chose a 9 or 10.
After a major implementation Craig and
her team reached out to the organization
to get feedback, “On a scale of 1-10, how
likely are you to recommend the Solution
Center for help or assistance?” Over 90
percent of the replies chose a 9 or 10.
With multiple departments utilizing Samanage, the Solu-
tions Center no longer needed to tell an employee that
they sent their ticket to the wrong place. MediFit saw
cross functional benefits throughout the organization:
The payroll department being able to get rid of their
shared e-mail box, which was cumbersome to manage.
End users now had a self-service portal with the same
interface, no matter what department they were look-
ing for information on.
The SSO integration tied in nicely with their estab-
lished Google Apps, providing employees with only one
login to remember and the capability to add docu-
ments to incidents.
“We were able to get a great return on our investment
and we were able to successfully improve the perception
of the Solutions Center, which was our ultimate goal,” said
Craig. The MediFit Solutions Center reduced operational
and maintenance costs by more than 65 percent (includ-
ing software license and maintenance, hardware costs,
hardware maintenance costs, and HR costs). “Samanage
was that supporting character that moved us from zero
to hero. MediFit used Samanage to create the perception
that they wanted to be people’s reality,” said Craig.