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Gained a single view of tickets, assets, change requests, and projects.
Rapid time to value on a no-code ITSM platform with flexible design.
Reduced time to resolution by automating manual tasks.
Industry: Energy & Utilities
End-users: 70,000
Previous System: ServiceAid Change Gear
One of the many advantages of Velentix as a platform for managing IT projects and service requests is that it’s highly versatile. Velentix integrates easily with other software, and users can build customized workflows and processes without needing any programming knowledge. With the no-code design, the team was able to get up and running quickly.
Florida’s Gainesville Regional Utilities (GRU), a multi-service utility owned by the City of Gainesville that serves 93,000 customers, has taken advantage of this capability to solve a key challenge for the city’s IT department, making it easier for IT staff to provide exceptional customer service for the thousands of retired GRU employees who live all over the country.
Before bringing on Velentix, the City of Gainesville was fragmented – keeping track of incidents, service requests and IT account management separately. In addition, it couldn’t handle the management of multiple IT projects, so the city had to use an entirely different platform for Project Portfolio Management (PPM).
“We had to look in four different places to see what employees were doing,” says Jean Clark, IT Manager for Enterprise Services. This lack of a holistic view made it difficult to manage IT resources effectively. In switching to Velentix, Gainesville now has one unified system for managing projects, incidents, service requests and IT accounts. “Having a single pane of glass allows us to prioritize our work better,” Clark observes.
What’s more, the automated workflows that IT leaders can set up within Velentix help make IT staff more efficient. In return, city employees are getting better IT service and technicians are reducing the amount of time they are spending on manual tasks.
The flexibility of the platform, no-code workflow and the integration hub allows for some more advanced and sophisticated automations. Gainesville has been able to use the platform to easily establish and operationalize a way to help former employees receive better service. The software’s exceptional versatility and integration capabilities mean that the IT team can do things like create web forms that kick off automation tied to not only the ITSM platform but also to any business application. This is achieved using a library of pre-built connectors to common platforms such as Workday, Salesforce, Active Directory and hundreds more.
With a library of pre-built connectors to hundreds of enterprise systems.
Reduce manual steps and streamline service with enterprise automation.
Velentix is highly configurable, enabling IT departments to build personalized workflows for managing multistep processes and handling critical tasks. In addition, the software’s iPaaS Enterprise Integration enables IT staff to create customized integrations between Velentix and other software programs using a simple drag-and-drop process, with no knowledge of coding required. This easy-to-use feature was designed using the Google Blockly and MIT Scratch visual programming languages, which allow users to drag and drop blocks of code into place to create the functionality they’re looking for in a matter of minutes.
As a result, Velentix users can easily build and adapt workflows for automating IT functions to fit their specific needs using a visual flow builder. Gainesville Regional Utilities has used this capability 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 Velentix, 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 needed an Active Directory account to submit tickets to IT support staff online.
The incredibly versatile integration and automation layer allows for the team to build out custom web forms with enterprise integration and workflow.
GRU Business Systems Analyst Tristina Grywalski worked with the Velentix implementation and process consulting team 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 says, noting that it has allowed them to be more efficient in resolving people’s problems.
The solution to GRU’s challenge was made possible not only by the platform’s flexibility but also by Velentix’s own exemplary service. “Our implementation partner was such a part of our team and invested in our success,” Clark says. “I can’t say enough good things about him.”
Velentix only uses its own in-house services team for implementations which gives the customers deep technical expertise and process consulting services. They worked side by side with GRU’s service team to configure the platform to meet their unique needs, and he recommended specific strategies to address the utility’s biggest challenges.
“The Velentix consultants are highly valuable – use them as much as you can,” Clark advises. “They’ve seen how other organizations have approached problems similar to yours, and they can give you some great ideas.”
Velentix customers benefit from an in-house implementation team with expert understanding of IT Service processes, the ITIL framework, and designing for the long-term. Our process consultants and implementation team will work with you to embed industry best practices along with enterprise integration and automation – allowing you to move quickly, and evolve with the pace of change.
A flexible, no-code platform offers the abiity to quickly create new integrations, forms, workflows and automation – without the need for technical resources. Easily expand from IT for true Enterprise Service Management (ESM) – to HR, Facilities, Operations and other groups.
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