Town of Cary Embraces New Technologies to Deliver High-Quality Services to Citizens

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Modern Technologies and Improved Internal Processes Fuel Service Optimization

The Town of Cary, the seventh-largest municipality in North Carolina, is committed to introducing new technologies and shifting to a modern cloud-first approach to address the needs of its growing community. With Cary’s incredible expansion over the last 25 years, it has become crucial that they continue to invest in technological advancements at a rapid pace and shift their IT efforts from maintaining systems to continuing to deliver excellent services to their community.

The Town of Cary has moved to cloud-based solutions for many of the services it provides. Four years ago the town began using Samanage, an IT service management solution (ITSM), to provide fast and consistent service delivery across departments and functions. Using Samanage, the Town of Cary has built a service request portal that provides a robust self-service experience on the front-end, and user-friendly processes for administrators on the back-end.

“Cary is approaching a huge shift as we move beyond basic systems to more complex processes and infrastructure. As we make this transition, we’re fully committed to maintaining a high level of service to our community,” said Peter Kennedy, Chief Technology Officer, Town of Cary. “We are actively piloting new technologies, auditing our internal processes, and evolving our systems and solutions. As we implement these changes, we’re not just trying to become more efficient, we’re trying to better serve our citizens.”

Beyond moving to cloud services, Cary is also adopting technologies like the Internet of Things (IOT) to streamline public services and deliver a seamless user experience. The town is exploring smart city initiatives like parking meters that allow users to observe parking patterns and consult an app to see where available parking spots are located.

The Town of Cary is in the process of moving to Samanage for Salesforce® to integrate their ITSM and customer relationship management (CRM) solutions into one centralized platform. With the adoption of this solution that is native to the Salesforce platform, employees in departments across the organization will be able to use the solution to get their jobs done faster and more accurately.

“Maturing and streamlining internal operations is the critical first step in improving the services that are delivered to our town,” said Nicole Raimundo, Chief Information Officer, Town of Cary. “Employees have been using Samanage each day over the last four years to deliver the internal services that keep us running and to manage service requests around town. With the transition to Samanage for Salesforce, we can move forward with a single platform solution and give our internal users a consumer-like experience that makes it easier for them to get their work done and serve the Town of Cary.”

“The Town of Cary’s leaders are visionaries when it comes to their use of modern, cloud-based technology and their commitment to delivering excellent services to their citizens,” said Doron Gordon, founder and CEO, Samanage. “They are managing all service interactions on one powerful, consolidated platform, and validating our belief that customers want to deliver services in innovative ways, when and how they are needed.”    

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About Samanage
Samanage, the Service Success Company, is the most reviewed and highest rated IT service desk vendor. Our team is dedicated to helping customers deliver a better and smarter service experience to their employees. Samanage is smart, easy to use, and inspires customers, small to large, to simplify complex tasks and automate services across an organization. With over 1,600 customers around the world, our software can be tailored to meet specific service needs.

To learn more about Samanage, please visit or call 1-888-250-8971.

About Town of Cary
At just over 160,000 people, Cary is a thriving community in the heart of central North Carolina’s renowned Research Triangle Park region. Cary is consistently ranked as one of the safest places in America and has been praised for its high quality of life by MONEY Magazine, Forbes, and Frommmer’s. Cary’s award-winning Booth Amphitheatre serves as the summer home of the NC Symphony and hosts the best in professional music and entertainment. No stranger to professional, amateur and collegiate sport championship tournaments, Cary operates the WakeMed Soccer Park, the USA Baseball National Training Complex, and the Cary Tennis Park.

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Audrey Smith
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