Custom Systems Cut IT Support Tickets by 50%
A 250+ employee library network deployed custom internal systems purpose-built for library operations, cutting IT support requests in half and freeing staff focus.
“Phase 2’s approach to software development allowed PLS to become the first library system in the nation to debut one mobile application that allows the 350,000 citizens in our service area to access their library’s physical and digital offerings (from multiple vendors) all in one place.”
Adri Edwards-Johnson
Strategy & Innovation Officer at Pioneer Library System
The Challenge
A 270+ employee library network was hampered by outdated internal systems and misaligned third-party tools. Staff wasted time on inefficient workflows with a system that didn’t match operational needs.
Phase2_Approach
We built custom internal technology tailored to PLS workflows, replacing problematic third-party solutions with purpose-built systems designed for library operations at scale.
Phase2_Result
This dramatically improved operational efficiency while reducing IT burden, creating a foundation for better customer service delivery.
