TeamDynamix enables automation and use of dynamic forms to reduces the amount of time it takes to figure out where to route each service request while ensuring that nothing is missed and ultimately reducing open ticket volume.
Having a single platform for managing IT services and projects in one location improves transparency and decision-making. The team is able to measure staff capacity and improve resource allocation by having a single view.
This flexible platform for managing IT and enterprise services, projects, assets and changes allows Maschmeyer to adopt ITIL best practices at a pace that works for the company, supporting its movement toward more mature IT operations.
Industry: Manufacturing
End-users: 300
Previous System: ConnectWise (MSP)
Maschmeyer Concrete Company, a Florida-based supplier of concrete, block, and building materials, is growing quickly. It added about 100 new employees in the last year alone.
To support this rapid growth, the IT staff must be highly efficient at routing tasks to the appropriate team member for a fast response. Implementing TeamDynamix IT Service Management (ITSM) has helped the company’s IT department cut the number of open tickets they have at any given time in half, according to IT Services Manager Kyle Smith
To help drive ITSM modernization, IT leaders at Maschmeyer opted to migrate to TeamDynamix as it offers a complete ITSM/ESM platform with automation on a no-code platform. Key objectives included improved self-service, better ticket triage, ITIL adoption and the automation of manual, time-intensive tasks.
“We wanted a system that could handle incident, problem and change requests,” says Smith. “We wanted to be able to use ITIL processes to manage change. We also wanted a lot of control over the forms and what questions we could ask for different ticket types, so we could set up customized automation rules.”
Automation offers an immediate impact on IT team efficiency while positioning the company for future growth and IT maturity.
Having a single platform for managing IT services and projects in one location improves transparency and decision-making.
In TeamDynamix, Smith and his colleagues have found the perfect solution. This flexible and versatile platform for managing IT and enterprise services, projects, assets and changes allows Maschmeyer Concrete to adopt ITIL best practices at a pace that works for the company, supporting its movement toward more mature IT operations.
TeamDynamix has made an immediate impact for Maschmeyer Concrete by improving the efficiency of IT staff while positioning the company for future growth and IT maturity, Smith says.
“We have a decrease in open tickets of 50%,” Smith concludes. “We can ask customized questions of users to make sure we get the necessary information from them right away, so each ticket gets routed to the right place the first time. We’re saving time and energy from having to do these tasks ourselves, and issues are getting resolved faster.”
Automation and enterprise integration have improved open ticket volume while streamlining internal processes such as on/off-boarding employees.
TeamDynamix is a highly configurable platform that allows organizations to build automated workflows easily with no special knowledge of coding. The software’s automation and integration capabilities enable users to create integrations between applications using a simple, drag-and-drop process.
Maschmeyer Concrete has seen immediate benefits from using TeamDynamix to automate key IT processes. For instance, when employees use TeamDynamix to report they’re having an issue with a particular piece of software, the platform will send their service request automatically to the correct team member for a response.
“We wanted to make it as easy as possible for users to request service, while also giving us enough information to build automated workflows for different scenarios,” Smith says. “I was able to create a unique form for each type of software. Within that form, we created a drop-down menu to learn the nature of their request. Are they having trouble logging in, for instance? Based on their response, we can correctly prioritize each ticket and attach an SLA to it.”
The automation rules and workflows that Smith has been able to set up within TeamDynamix have been “extremely useful,” he says. In another example, he has created automated workflows to streamline the process of onboarding new employees.
“A lot of things need to happen for a new employee,” he explains. “We’ve been able to create one form that’s dynamic. It will ask a question, like: ‘Does this person need a cell phone?’ If the answer is yes, the platform will present additional questions that are relevant to that specific scenario. In this way, we’re not overwhelming people with a huge form asking tons of questions that aren’t relevant.” Depending on the answers to these questions, the platform initiates automated workflows that assign specific tasks to get each new hire the IT resources they need.
The automation that TeamDynamix enables reduces the amount of time it takes to figure out where to route each service request while ensuring that nothing is missed and improving the quality and efficiency of service.
“We’re able to capture the information we want to get from users at the first point of contact,” Smith notes. “This eliminates the back and forth. We’re eliminating waste through automation.”
Implementing TeamDynamix has enabled Maschmeyer Concrete to transition employees from calling the IT department or sending an email, to using a service portal to request service.
“This benefits employees as well as IT staff,” Smith says. “Employees now have a knowledge base available to them, so they can search the knowledge base for answers to their questions and possibly get an immediate resolution without having to create a service ticket. It eliminates a lot of waste, and they can get a faster solution.” The company has also begun using TeamDynamix to manage IT projects and changes, allowing managers to plan for changes and allocate resources more effectively.
“Before, we didn’t have any project management system,” Smith says. “When one division of the company wanted to do something, like implement a new piece of software, they just did it, sometimes without consulting IT or other departments that might be affected by the change. That was causing problems. Now, the business is buying into the idea that we need project managers and a system to manage projects.”
Having a single platform for managing IT services and projects in one location improves transparency and decision-making. “Once you set up IT service management, project management is almost all set up as well,” Smith says. “You already have what you need to stand it up easily. Also, you can easily promote other ticket types to a project. All of the information is in one place, and everything’s integrated.”
“We plan to use the platform to measure how much time people have to spend on tasks and assigning tasks based on their workloads,” he says, so managers can plan around staff capacity and allocate resources more effectively.
“We definitely see the value that’s available as we mature with using the system,” he says. “It checks all the boxes for things we’ll need in the future. As we continue to evolve, the platform will support our growth in maturity.”
