How CoastHills Credit Union Used PrinterLogic to Reduce Print Tickets by 90%

CoastHills Credit Union is a full-service financial institution with 12 branches, serving more than 76,000 member-owners. With assets exceeding $1.7 billion and nearly 300 employees, CoastHills is one of the largest locally-owned financial institutions on California’s Central Coast.

The CoastHills Credit Union IT department had a problem. The helpdesk staff was spending hours each day manually installing printers for the credit union’s nearly 300 employees. Whenever a new employee started or a malfunction occurred, the helpdesk team would need to remote into that employee’s device to help them solve the issue.

According to CoastHills VP of Information Technology Chico Lusby, around 20% of the helpdesk agents’ time was spent solving printer tickets. It was unsustainable.

“Our helpdesk agents would get so many printer requests that they would fall behind on other tasks and need to use overtime to catch up,” Lusby says. “There was a lot they couldn’t get to because they were dealing with printers.”

In fact, Lusby and the senior sysadmins sometimes had to step in, taking time away from more important responsibilities:


“There were times when I had to help install printers because everyone on the helpdesk team was already tied up with other printer issues,” Lusby says. “I would hop in and answer tickets because the team had to install 15 printers in one day, and they didn’t have time for anything else. Or I had to cover for a sysadmin in a meeting because they were too busy handling printer requests. It took a lot of time away from higher-level job responsibilities.”

CoastHills needed to streamline printing and eliminate time-consuming, convoluted printer installations. With the right setup, Chico Lusby and his team could free up additional time for more important initiatives, reduce overtime, and cut down on overall printer frustration.

When CoastHills implemented PrinterLogic, they saw an improvement right away.

“I saw the difference immediately on deployment,” Lusby recalls. “I get copies of all of the helpdesk tickets and I noticed a significant decrease in printer requests right off the bat.”

Employees use PrinterLogic’s Self-Service Installation Portal to install printers themselves. Helpdesk agents no longer have to remote into individual workstations or spend hours setting up new employees.

“The link to PrinterLogic is right on our internal default home browser page. Employees can go in and click on it themselves,” Lusby says. “When a new member joins a department, we can add them to that security group, and it will map the printers for that security group onto the system. When they log in on their first day, they have access to the printers they need in their department without us having to set them up.”

CoastHills Credit Union needed a solution that met banking security requirements. Thankfully, PrinterLogic made the choice easy:

“As a credit union, we have advanced security and privacy requirements. All of our tools have to be ISO certified and SOC 2 compliant,” says Lusby. “PrinterLogic has all of the security certifications we need, and the information was available right on their website. We didn’t even have to ask about it,” he adds.

Employees can’t install software on CoastHills devices for security reasons, which meant that IT had to install print drivers themselves. PrinterLogic eliminated that requirement: “They can add any printer they need, whenever they need it, without our help,” Lusby says.

Finally, PrinterLogic’s Secure Release Printing protects personal identifying information (PII) and sensitive documents, especially in HR. Employees scan a badge to release a print job, so important documents don’t sit on the printer tray unattended. Admins have the ability to set permissions by user and by group with Active Directory, which automatically maps them to the right printers.

CoastHills helpdesk agents have reduced the time they spend on print tickets by 90%—from 20% of their day to less than 2%. “That 2% is usually just new hires who don’t realize they can do it themselves,” Lusby says.

The IT team uses that extra time to focus on more critical tasks. As a result, the time to close for non-print-related tickets is up to 6x faster. “Our helpdesk agents can take on more tasks that are beneficial to our members,” Lusby adds.

CoastHills also eliminated print servers at each of the credit union’s 12 branches. Between payroll, overtime, and print server costs, Lusby estimates that PrinterLogic saves CoastHills $30,000 each year. 


But most importantly, Lusby and the sysadmins have their time back. “I’m not spending any time at all dealing with printers any longer, and neither are our sysadmins. We can all focus on our jobs and not worry about it,” he says. “Going back to life without PrinterLogic would be miserable. I was not happy having to install printers myself.”