TriActive-Chateau Retirement Communities

Vendor: TriActive

Customer: Chateau Retirement Communities www.chateauretirement.com                   
Vertical Markets: Healthcare/Medical
State: Washington

Technology Used: TriActive Desktop Management Suite (DMS)

Solution: Serving the Puget Sound region of Washington for over 20 years, Chateau Retirement Communities prides itself on providing individuals with superior services and amenities. This family-owned and operated company offers housekeeping services, healthy meals, activities and entertainment, and assisted living care tailored to the needs of residents.

Chateau Retirement Communities consists of several locations, and each site has its own infrastructure, hardware, and software. There are over 100 users on staff, but just one IT professional. The IT challenges confronting Chateau were numerous. Because there was no central help desk, complaints were communicated through voicemail, e-mail, walk-ups, and instant messaging. There was no system to log or track tickets in place, and all software distribution tasks required desk side visits, which translated into hours of overtime and after-hours work. Finally, the lack of software and hardware asset tracking solutions made finding systems to work on and planning for system refreshes problematic.

After examining several possible solutions, Chateau’s IT manager chose TriActive’s Desktop Management Suite (DMS). It was deployed as Chateau’s new service desk platform in May of 2006, and has been in use for over three years.

One of the advantages of TriActive’s DMS was its ease of installation. Deployment in all remote sites was completed in minutes. The program has all the tools needed to track and manage assets and provide assistance to Chateau’s end users. It has also permitted tracking and automation of track patch deployment, software updates, and software license compliance and procurement across all of Chateau Retirement Communities’ campuses. Thanks to TriActive’s DMS, a self-service center for users is now in place, which allows for the distribution of training materials and more effective communication. The features of the program have reduced expenses and the number of man hours required to address help desk issues and distribute patches and updates.

Further details: http://www.systemsmanagementondemand.com/static/155