Western University of Health Sciences (WesternU) has been using TeamDynamix iPaaS for more than a year now and had great results. “Things like onboarding and off-boarding users and updating permissions involved a lot of manual, tedious work before iPaaS,” Tech Support Manager Matthew Wright says. “These things happen on a regular basis, and they take away time that could be used more strategically to improve our customers’ IT experience.”
With the iPaaS in place, “we have been able to create internal automation that sets us up well for the future,” Nic Hayes, lead technical analyst, observes. Using the solution’s out-of-the-box connectors to common applications and systems, IT employees can easily automate IT processes without needing complex coding skills, creating true Integration Platform as a Service (iPaaS) functionality.
For instance, Enterprise Applications Administrator David Mitchell created an automated workflow to help with inventory control by connecting TDX iPaaS with their mobile device management (MDM) software. If an employee has a computer that hasn’t checked in within six months, Technical Support automatically receives a ticket that contains information about the device pulled from the MDM so they can follow up with the employee. WesternU has also automated processes for updating inventory records when a device is rebuilt or repaired.
At Pima County, they are using iPaaS for a variety of different use cases including onboarding and offboarding employees.
“You don’t need to waste so much time when it comes to onboarding,” Mark Hayes, information technology leader, said. “It really is such a sour experience for a new hire to come in, in this day and age, and sit around for three days waiting on their computer to show up. We need to get out of that mode and iPaaS is going to help us do that.”
In addition, using iPaaS to automate offboarding will save countless hours for a process that is normally very manual and heavily audited as Pima County is a government entity.
“As a government organization we get audited by the state every year and they want to know what these stale accounts are doing sitting here,” Hayes said. “Offboarding is currently a very manual process – having to review the list from HR of people who are no longer employed with us and manually revoking their privileges from all the different systems and software and disabling their accounts. There’s absolutely no reason for that to not be automated. iPaaS is going to help us a lot with this and save us time.”
Gainesville Regional Utilities has used TeamDynamix’s integration and automation capabilities to solve a key IT support challenge that affected thousands of retirees.
The software that handles payroll for GRU employees is Workday, which is supported by Gainesville’s IT department along with the other applications used by the city. Retired GRU employees receive their pensions through Workday as well.
However, prior to TeamDynamix, if retirees weren’t getting their pension checks or had trouble with their Workday account, they couldn’t submit a service request using GRU’s online service portal. Because retirees are no longer city employees, they don’t have an Active Directory account, and they need an Active Directory account to submit tickets to IT support staff online.
GRU Business Systems Analyst Tristina Grywalski worked with the TeamDynamix implementation and process consulting teams to develop a simple solution to this problem using the platform’s flexible configuration options.
As a result of their efforts, GRU retirees no longer have to call IT support staff during normal business hours, wasting valuable time for retirees and support staff alike. Instead, they can use the online service portal just like current employees with an Active Directory account can, resulting in faster and better service.
In just the first two months of this capability alone, more than 150 retired GRU employees from all across the country had submitted service requests online. “The service team is very grateful for this solution,” Grywalski said.
This article was originally posted in March 2021 and has been updated with new information.