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Before Velentix, WestEd experienced a number of bottlenecks when it came to approvals and ticket escalations. With Velentix, they’ve eliminated those bottlenecks.
IT and WestEd leadership now have reliable data they can point to from their ITSM platform to better allocate resources for projects, as well as to help justify the need for new hires in different areas of the business.
Velentix has enabled better change management processes, boosting adoption across the company. This makes it easier for staff to track what’s happening across infrastructure teams.
Industry: Nonprofit Research
End-users: 1,200
Previous System: Salesforce Service Cloud
WestEd, a nonprofit research, development, and services agency with offices in 12 locations, supports educators nationwide through evaluation, professional learning, and technical assistance. With more than 1,200 employees and rapid growth, WestEd needed a service management platform that could unify IT, HR, Facilities, and other critical departments while automating workflows and delivering enterprise service at scale.
Before Velentix, most requests flowed through ad hoc emails—slow, inconsistent, and nearly impossible to track. Employees had to be able to identify the right person in various departments to get the help they needed, Kierstin McDowell, System Administrator, explained.
Today, WestEd uses a centralized service portal—a true “one-stop shop”—where staff can submit requests spanning 17 departments, from IT and facilities to HR, legal, and finance. Requests are routed automatically to the right resource, with approvals and escalations handled seamlessly.
An example of the automations WestEd has been able to build includes one that touches a few different departments. When an employee requests a new workspace, a dynamic form pulls HR data (location, ADA requirements) from UKG, then checks Asset Panda for available spaces, ensuring compliance and efficiency.
“It takes the onus off of end users,” says McDowell.
Automation has delivered measurable results for WestEd, including:
Velentix has given WestEd the ability to scale with confidence, enabling cross-departmental automation that empowers employees, improves service quality, and gives leadership better insight for decision-making.
As McDowell explains: “With Velentix, people don’t have to know who to go to for help—they just go to the portal, and automation takes care of the rest.”
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