Based in Caledonia, Michigan, MarketLab provides medical supplies to hospitals and healthcare facilities. Its products and services range “from hospital beds to Band-Aids and everything in between,” Lesinski explained.
The company’s IT department was using Microsoft SharePoint to manage its service and support, but it quickly outgrew SharePoint’s capabilities.
“It might have worked at some point, but it became unmanageable once we reached a certain level in terms of complexities and fluidity,” Lesinski said.
Because SharePoint wasn’t designed specifically for IT ticketing, IT staff were spending too much time making changes to the various forms they used to collect information on IT incidents and problems. In addition, those changes would often break reports the team relied on, causing additional work to be done to remedy any errors.
And since it was much simpler for company employees to email the IT department to request service instead of logging into SharePoint and filling out a form, most employees opted for this route instead—which meant the IT department had no way of tracking those requests and often had to go back and forth to get all the information needed to create the ticket themselves before addressing the employees’ issues.
MarketLab switched to TeamDynamix ITSM about a year ago, and Lesinski said the new system is “universally loved.”
“We wanted a tool that could be used as a service portal for potentially anything, as well as project management,” he said. “We found a lot of the other tools we were looking at were very hyper-focused on just ticketing or just project management, which is fine, but we wanted a tool that could do it all and be easily managed by people in facilities or our HR department while still giving us complete control of how married together those experiences are. We liked that the flexibility was there [in TeamDynamix] and we could manage the tool in a way that works best for us.”
Immediately, IT staff saved a great deal of time with the new system. The platform’s low-code, no-code design makes it very easy to make changes, such as adding new fields to forms. “What used to be a 45-minute effort now takes two minutes in TeamDynamix,” Lesinski said.
In addition, the system’s built-in automation has transformed MarketLab’s delivery of IT services. For instance, service tickets can be generated from email requests automatically. Lesinski calls this auto-creation feature “brilliant,” adding: “It has resulted in significantly less lost work.”