"Instead of waiting 24 hours for someone to respond to a ticket, employees get access within a minute," Wyatt says. "Getting rid of Console would mean actively harming our employees by making them wait on things that are blocking them from doing their work."

When Wyatt Walter joined Spring Health nearly four years ago, the company had hundreds of employees and no ITSM platform. People requested IT help through a Slack side channel. It worked well enough for a while. Then the company scaled to over 2,000 people via acquisition, and the math stopped adding up.

"The goal of our IT team is to give time back to employees, to unblock them, to not get in their way," Wyatt says. "That requires finding a way to reduce incoming requests without scaling headcount at the same pace."

A tool built for how IT actually works

Spring Health evaluated several platforms before landing on Console. The decision came down to one POC. Wyatt's team imported the access request policies they had built in a legacy platform and watched how Console handled them.

The difference was immediate.

With the old platform, building or updating a knowledge base article required training and time. IT staff rarely touched it because the overhead was too high. With Console, anyone on the team can build a Playbook in minutes. That speed matters because requests and use cases change constantly, especially at a company going through rapid growth.

"We can adapt Console to the way employees are actually using it," Wyatt says. "If we have a bunch of new use cases around access requests for tools we just acquired, we can build the Playbooks and access policies in minutes. Console resolves those requests without any human intervention."

The team also appreciated the ability to brand the experience. Spring Health built a custom IT persona within Console called HeyBuddy, which carries over as the company transitions through the merge. New employees encounter a familiar, consistent support experience from day one. It even responds with a bit of personality.

Faster resolution, at scale

Spring Health went live with Console in January. In the first five months, the platform automatically resolved over 1,000 tickets. The team now runs approximately 50 Playbooks and 150 access policies, with more added daily.

The impact is most visible in access requests, the highest-volume ticket type before Console. Traditionally, granting access to a tool like Asana took one to two minutes per ticket, handled manually when support staff could get to them. In the six days before our conversation with Wyatt, Console automated roughly 300 access requests.

The time savings have flowed back to the IT team in a meaningful way. Support staff who used to spend their days clearing access request queues are now contributing to broader AI and automation initiatives across the company. Morale has improved. The work is more interesting.

Built for the whole team, technical or not

One of the features Wyatt highlights most is how Playbooks democratize automation. IT staff at Spring Health are technical, but not all are developer-types. Console's natural language interface lets anyone on the team write, test, and publish in Console without writing code.

A recent example of an automation that someone non-technical built: when a remote employee loses or locks a laptop, Console can look it up in the MDM system, send a remote lock command, and monitor the device. Previously, resolving that scenario required someone to jump on at 2am. Now it runs automatically.

"When I show Playbooks to any IT staff member, their first question is: how do I get access to start building these myself?" Wyatt says.

What comes next

Spring Health is moving through an acquisition which can present lots of challenges for IT. The good news: the acquiring company is now onboarding to Console as well, and Wyatt expects the platform's footprint to grow significantly over the next year. The focus now is on getting employees comfortable delegating to Console first, then expanding into more complex automation as the team's confidence builds.

"I just can't wait to see how we continue to build this out," Wyatt says. "A year from now, it's going to look a whole lot different."