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Katie McKenna | June 28, 2016

The MENTOR Network Automates Service Workflows; Processes 25% More Tickets

The MENTOR Network is not your typical healthcare services provider. Founded in 1980, this extensive network of local health and human services providers spread across 35 states has made positive impacts for thousands of children and adults. The MENTOR Network provides an array of community-based services in a variety of settings—homes, day program facilities, community settings, and clinical environments—meaning that the technology requirements vary for staff in each program. Read on or download the full case study to learn about the benefits The MENTOR Network realized by implementing a new, more robust service management platform, EasyVista.

Choosing the Right Service Management Solution

When their legacy service management tool was limited in capacity and at the ‘end-of-life’, The MENTOR Network knew they needed a powerful replacement that could help them focus on what they do best—providing care and support to the individuals in their community. EasyVista’s mobile-first service management platform was able to perform the following essential tasks:

  • Handle complicated workflows
  • Integrate with other enterprise systems
  • Provide the flexibility necessary to cater to the organization’s varied needs
  • Offer easy maintenance and configurability for IT staff with minimal training and support

“With 100 IT people servicing potentially tens of thousands of users, it’s imperative that we have a robust, flexible and scalable service management solution in place like EasyVista. The tools must facilitate and assist in the quality of care provided to the individuals we serve and not become a barrier for service. EasyVista has become a critical tool that IT relies on every day to ensure that our strategic systems and communication tools are available, hardware and networks are functioning, and employees have the support they need to be effective with the technology provided to them.”—Kate Miller, Vice President of IT Business Systems, The MENTOR Network

Next Stop in MENTOR’s Service Management Journey – Going mobile!

With a solid service management foundation in place, The MENTOR Network is considering expanding the value of ITSM to their mobile users with EasyVista Service Apps to provide greater self-service for their employees on the go—such as mobile therapists and other caregivers. EasyVista’s mobile-first platform makes it simple to deliver services anywhere, any time, and on any device.

Download the Case Study

Dig deeper into how The MENTOR Network is able to process 25% more service calls and tickets using EasyVista by downloading the full customer success story here: The MENTOR Network: Building Relationships. Enhancing Lives.

Or see the brief video of Greg DiTullio, Sr. IT Director at The MENTOR Network, discuss how EasyVista enables his help desk and field services teams to more effectively manage service requests and incidents, allowing his organization to focus on providing top quality care and support to those they serve.

Learn More

See how EasyVista transforms service delivery for the mobile user in our 2 minute Explainer.

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Katie McKenna

Katie McKenna enjoys learning and sharing all things ITSM, IoT, SaaS, and IT Consumerization. She is also an avid reader, pizza enthusiast, and horror movie lover.