Real-World Case Studies and Customer Success Stories with SysAid

SysAid helped Spectrum Healthcare Partners cut outstanding IT tickets from 500 to 70. The mean time to resolve tickets dropped... by 20%. SysAid unified EMR management across nine healthcare divisions. Custom asset management workflows and automated ticket routing improved efficiency. Built-in analytics reduced costs and improved patient care. Less than 10% of tickets are now low priority, thanks to the self-service portal.
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SysAid helped Church Health cut average ticket closure time from 16 hours to 3 hours. First response time dropped from... 3 hours to just 16 minutes. The IT team now uses automated ticket routing and real-time notifications. Departmental templates and workflows improved consistency. Patient data stays secure and HIPAA compliant. Staff and patients benefit from faster IT support.
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SysAid helped UofL Health cut IT response times and improve patient care. The self-service portal now handles 5-10% of 15,000... monthly tickets, freeing IT staff for complex issues. Workflow automation and organized forms made access requests faster and clearer. User satisfaction scores rose with better communication and support. UofL Health plans to expand AI chatbot use to further reduce ticket loads.
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SysAid replaced an outsourced IT service desk at St. Patrick’s Mental Health Services. The old provider failed to meet the... needs of hospital staff and clinical teams, causing frustration and delays. SysAid was easy to set up and quickly improved incident management. Nurses and medical staff now spend less time on IT issues. Clinical staff can log and track medication queries, improving patient safety. SysAid’s reporting tools help reduce incoming tickets and speed up request resolution.
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SysAid Copilot helped Denova Collaborative Health cut 30% of repetitive IT tickets. The AI Agent Builder automated admin tasks and... improved ticket trend visibility. SharePoint integration and chatbots empowered clinicians to solve issues fast. IT staff now focus on high-value work, not routine requests. Built-in security and governance features ensured safe, reliable AI use. Denova saw better workflow, less risk, and higher satisfaction across departments.
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SysAid helped The Stevens Company Limited, a Canadian healthcare distributor, modernize its IT service management. The company replaced an outdated... ticketing system, improving support for 500 employees across 6-7 locations. SysAid’s AI-powered automation and user-friendly portal cut routine ticket handling by 1 hour daily per technician. User satisfaction rose from 5/10 to 8/10. AI-driven ticket categorization reduced manual work and errors, letting the IT team focus on strategic projects.
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SysAid Copilot helped Simbec-Orion cut average repair time by 70%. The IT team reduced agent workload by 30% and achieved... 95% end-user satisfaction. 80% of tickets now come through a self-service portal, making IT support faster and easier. Multilingual AI support bridged global time zones and languages. SysAid’s secure cloud met strict compliance needs for clinical research. The platform now supports HR, supplier management, and building maintenance too.
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SysAid helped Community Health Connections' 4-person IT team support over 500 staff. The self-service portal led to 95% of IT... tickets being submitted online, cutting down manual work. The team saved 2 days each month by centralizing ticket tracking and streamlining workflows. SysAid’s cloud-based ITSM platform improved compliance and reporting. The solution enabled efficient support for a growing healthcare provider.
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SysAid Copilot helped The Jewish Board cut service desk inquiries by 30%. Their small IT team supports over 3,000 employees.... AI automation now handles a third of all requests. Staff get instant help through Microsoft Teams on mobile. Ticket routing is now automatic, speeding up resolutions. Self-service adoption rose, with 70% of AI-assisted records resolved in one click.
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SysAid Cloud helped Mission Health Services cut mean time to resolution by 40%. After migrating from on-prem, they saved 10-15... minutes per ticket and closed 75% of tickets on the same day. The cloud solution improved HIPAA compliance and data security. IT staff now access the helpdesk from anywhere, without VPN. End-users resolve issues faster using knowledge-base articles. The migration process was quick and supported by SysAid at every step.
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SysAid transformed Mission Health Services’ IT from a bottleneck to a business enabler. Automated workflows cut ticket resolution times by... 90%, dropping mean time to resolution from 3-5 days to just 2-4 hours. Open tickets fell from 60-90 to only 20, and over 20,000 tickets have been handled with higher employee satisfaction. SysAid’s dashboards and reporting gave leadership real-time visibility, while built-in compliance features made HIPAA and security management easy. The IT team now supports over 625 employees across multiple locations with faster, more reliable service.
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SysAid helped North York General Hospital save over CA$230,000 each year. The hospital returned 6,600 staff hours to patient care.... SysAid enabled a shift from incident resolution to proactive maintenance, moving 20% of IT staff to prevention. Ticket volume dropped by 23% after preventive maintenance was introduced. Staff satisfaction with IT support rose to 92% rating it good to excellent.
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SysAid helped Great Plains Tribal Leaders’ Health Board transform IT support. Ticket submissions rose by 200%, reaching over 3,500 in... under a year. User adoption hit 75% in the first month and 100% in the second. The IT team gained real-time analytics, streamlined asset management, and full workflow control. SysAid Copilot automated routine tickets, letting staff focus on complex issues. Asset tracking improved, reducing downtime and boosting efficiency.
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SysAid helped Polar Beverages save 5 hours daily by automating IT tasks. The IT team saw a 40% boost in... efficiency with structured ticket management and asset tracking. Self-service portal adoption increased 4x, reducing email requests and manual work. Change management became organized, improving accountability and user satisfaction. Over 1,000 employees now benefit from faster, more reliable IT support. Polar Beverages can now scale IT operations with confidence.
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SysAid helped Microdrones cut asset performance issues and reduce waiting times for upgrades. The company moved from siloed, ad-hoc IT... support to a centralized ITSM platform with built-in asset management. SysAid enabled global asset monitoring and management for the first time. End-user satisfaction improved across all offices. Microdrones now plans to expand SysAid features for even better IT operations.
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SysAid helped General Cable manage service requests across 10 Latin American countries. Before SysAid, each site used its own system,... making it hard to track activities. SysAid gave them one platform for all requests, with approval processes and workflows in three languages. Now, they can see ticket status, route incidents, and track issues for ERP and manufacturing apps. Cloud setup was fast, and LDAP integration brought thousands of users into a self-service portal.
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SysAid Copilot helped Isratech Jamaica Limited's IT team resolve 25% of tickets with AI, without human help, in just 3 months. The team closed... 35 tickets in 2 hours using AI-powered tools. Ticket resolution speed jumped from 1 ticket in 8 hours to 3 tickets per hour for a new team member. SysAid automated ticket categorization and improved onboarding. The IT team now spends less time on manual work and more on solving real problems.
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SysAid replaced Survitec's complex ITSM tool, supporting 3,000+ employees in 96 countries. Survitec cut licensing costs and improved global IT... support with SysAid Copilot and AI Agents. Built-in AI translation enabled smarter ticket categorization and boosted engagement. The intuitive interface required less than an hour of training for rapid adoption. Survitec saw immediate value, faster rollout, and a more agile IT service desk.
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SysAid helped Söhner automate 80% of IT tickets through a self-service portal. The IT team centralized asset management and tracked... all software licenses in one place. Custom workflows addressed high-priority issues with specialized machinery. Reporting tools measured ticket resolution times for each department. Söhner created a knowledge base with 120 articles in 10 months. Automated escalation ensured service level agreements were met.
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SysAid helped BBAM, a leading aircraft leasing company, transform its IT operations. Manual service desk ticketing and asset management were... replaced with automated workflows. Onboarding time dropped from a month to just one day. Centralized asset lifecycle management improved global oversight. Employee engagement rose with a new knowledge base. BBAM saw major efficiency gains and faster service delivery.
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SysAid helped Cashco Financial cut IT process time by 67% using automation. The self-service portal and AI chatbot now resolve... 70% of tickets, reducing IT workload by 15%. Integration with Microsoft Teams gives real-time ticket updates, improving visibility and user satisfaction. Customizable forms reduced hires and terms processing from over an hour to under 20 minutes. SysAid’s BI analytics provides weekly KPI reports, helping the IT team spot trends and improve service.
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SysAid helped Titan Lenders simplify IT service management. The team found SysAid easier to use and maintain than other ITSM... tools. They used the Incident and Request modules to speed up onboarding for new hires. Workflow automation created a repeatable process for each employee. Titan Lenders plans to expand with more SysAid modules and values the strong partnership with SysAid support.
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SysAid helped Scotia Investments automate IT support for over 200 users with just a two-person team. AI agents now resolve... about 125 tickets per week, freeing IT staff for bigger projects. Asset management tasks that took hours now take seconds with custom AI agents. The platform was easy to learn and quick to set up, leading to fast adoption. SysAid enabled the IT team to deliver faster, more consistent service without adding staff.
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SysAid helped Scotia Investments automate IT support for over 200 users with just a two-person team. AI agents now resolve... about 125 tickets per week, freeing IT staff for bigger projects. Asset management tasks that took hours now take seconds with custom AI agents. The platform was easy for both IT and non-technical users to learn. SysAid brought structure, automation, and faster service without adding staff.
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SysAid helped Terminal Internacional del Sur (TISUR) transform its IT operations. TISUR used SysAid’s on-premise ITSM to automate workflows and... centralize IT processes. The IT team now resolves tickets faster for 350 end users. Automation improved support for logistics, customs, and maintenance. TISUR gained better control, security, and visibility across port operations.
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SysAid helped Tel-O-Fun, a bike sharing service in Tel Aviv, manage and monitor their bicycle fleet. Tel-O-Fun needed a flexible,... budget-friendly solution for asset management and service coordination across all rental locations. SysAid was chosen for its self-service features and adaptability. The platform improved control over the bike life cycle and station coordination. Tel-O-Fun valued SysAid's capability, cost-efficiency, and cooperation.
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SysAid Cloud helped Lanseria International Airport migrate from on-premise to the cloud in under two weeks. The airport doubled the... number of employee service requests handled monthly. Average time to resolve issues dropped by 92%, from 25 days to just 2 days. Customer satisfaction reached a record high of 5.0. The move enabled omnichannel IT support, automation, and reduced operational costs.
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SysAid Cloud helped Lanseria International Airport cut costs and boost productivity. The airport moved from on-prem to cloud in under... two weeks. Monthly employee requests doubled after the migration. Average time to resolve issues dropped by 92%, from 25 days to just 2. Tenants and employees now get fast IT support on any device. Lanseria saw record-high satisfaction with a 5.0 NPS.
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SysAid helped Temco Logistics cut IT ticket volume by 40%. The AI Agents and Copilot automated password resets and profile... updates for frontline drivers and managers. Staff now use Teams chat for instant self-service, reducing wait times and freeing IT to focus on onboarding and site rollouts. Non-technical admins deploy secure AI agents in minutes. SysAid’s guardrails ensure safe, compliant automation for a fast-growing logistics company.
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SysAid Cloud helped Georgetown Law improve IT support. The IT team used ITSM best practices to streamline service desk processes.... Customer satisfaction increased after implementation. Service delivery became faster for end users. First contact resolution rates went up. The IT team gained better control over IT assets.
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SysAid helped Queen's University automate IT service management. The IT team saved 380 hours per year by automating contract renewals... in the CMDB. SysAid was ranked 25% higher than other ITSM vendors by the university. Four months after launch, the team reduced tech hours by 8 per week. Automation and integration with Microsoft Teams improved workflow and user experience. The university now manages complex IT tasks faster and with fewer errors.
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SysAid helped the University of Limpopo cut daily IT tickets by 60%. The self-service portal let users solve common problems... on their own. Ticket resolution time dropped from 48 hours to just 5.5 hours. User satisfaction rose to 97%. Automated workflows and dashboards made IT support faster and more efficient. The university saved money by ending outsourced call center contracts.
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SysAid helped the University at Albany's Financial Aid Office replace chaotic email support with a self-service portal. All student requests... now go through the portal, eliminating email and improving tracking. Internal satisfaction scores jumped from 3–4 to 8.5–9 out of 10, and student satisfaction rose from 3–5 to 7–8. Response times dropped from weeks to days. The team uses SysAid’s knowledge base for faster answers and consistent communication.
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SysAid helped the University of Michigan modernize IT management. The university replaced an outdated asset tracking system and improved workflow... flexibility. Automated ticket creation cut time spent on service requests by 54%. Centralized ticketing and asset management gave better planning and budget control. Built-in analytics and a robust knowledge base made sharing information fast and easy.
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SysAid helped Grand Traverse County modernize IT service management for 25 departments. The county automated asset tracking for 3,500 assets,... saving weeks of manual work. SysAid's License Manager saved over $42,000 by avoiding penalties and reclaiming unused licenses. AI-powered workflows improved first call resolution and reduced repetitive IT tasks. Real-time reporting enabled better compliance, audit readiness, and smarter vendor negotiations. The IT team now delivers faster, more reliable support to 600 employees and 95,000 residents.
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SysAid helped the City of Allen modernize its IT service desk. The city replaced manual processes with automated workflows. SysAid’s... self-service portal and hotkey made it easy for users to submit tickets. Automatic routing improved emergency response and office support. The city saw 84% fewer tickets created by IT staff. IT administrators now focus on higher value work, not routine tasks.
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SysAid helped Haifa Municipality improve IT service for schools. Before SysAid, teachers faced slow, unreliable support. The new system made... it easy to manage service calls across 70 schools and 280 kindergartens. After four months, 43.5% of teachers said they were very satisfied. The IT team now plans to expand SysAid to more departments. This led to faster service and happier teachers.
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SysAid helped St. George automate IT workflows and asset management. The city reduced onboarding time from 3 days to just... 2 hours using SysAid’s automated processes. Patch compliance improved to 95.3% across thousands of devices. Mean time to resolution dropped by 20% after adopting SysAid Copilot. The IT team now manages higher ticket volumes and aligns better with city goals. Automation and AI features let the team do more with limited staff.
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SysAid helped Centra Credit Union automate IT ticketing and service management. Manual processes were slow and put pressure on the... IT team. With SysAid, 50% of IT tickets are now created by employees. The IT team saves 30 hours each week on admin and follow-ups. Employee satisfaction scores reached 4.8 out of 5. SysAid's workflow automation supports 10 departments, improving efficiency and service.
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SysAid helped Volksbank Triberg eG manage IT and business processes in a clean way. The bank switched from GMS due... to SysAid’s cloud-based SaaS, ITIL-aligned workflows, and lower cost. SysAid’s incident management, asset management, and reporting features improved response to incidents and asset tracking. Email integration and automation made resolving issues faster. The CMDB module lets the bank predict network impacts from changes. Management values the clear monthly reporting and ease of use.
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SysAid helped Republic Bank of Ghana cut IT issue resolution times by 90%. Manual ticket handling dropped from 2-3 days... to just 2-3 hours. The bank automated workflows and approvals, improving visibility and accountability. SysAid expanded from 50 to 100 administrators, supporting IT, banking operations, and risk management. Staff now spend less time on admin tasks and more on high-impact work. The bank plans to use SysAid for HR and facilities next.
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SysAid helped Sava Re cut mean time to resolution by 25%. The centralized ITSM platform unified service management for 10,000... users across six countries. SysAid's dashboards and BI tools improved transparency and rebuilt trust between IT and business teams. The new Spaces UI made help desk operations simpler and boosted team morale. Patch management and reporting enhanced security and compliance for Sava Re's global operations.
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SysAid helped Telesure Investment Holdings cut IT ticket resolution times from a week to just 6 hours. The company achieved... 95% SLA compliance and saved 3–5 hours daily per IT employee. Automated workflows and a self-service portal improved communication and boosted employee engagement by 90%. SysAid replaced manual, email-based processes with structured ITSM, reducing operational costs and increasing satisfaction. Telesure now plans to expand SysAid’s use for asset and project management.
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SysAid helped Latinoamericana Seguros cut IT ticket resolution times by 67%. The company moved from email-based support to a centralized... ITSM platform. Now, all IT requests are logged and tracked in SysAid, improving visibility and accountability. The IT team handles 20 tickets a day with ease and accuracy. Asset management is now streamlined, and the company plans to add AI automation for repetitive tasks.
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SysAid helped EMA improve end-user responsiveness. The solution made asset and change management better. EMA saw enhanced operational efficiencies. SysAid... enabled faster IT service management for EMA. The case highlights benefits for ITSM teams.
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SysAid helped Auxis manage IT services for many clients with different needs. Auxis used SysAid’s customizable portal to speed up... client onboarding and boost customer satisfaction. Real-time analytics and automation replaced manual, complex processes. Auxis improved service quality and tracked support costs and billing more easily. Automated request routing revealed new ways to automate even more tasks.
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SysAid helped Sintec create consistent system management across all departments. Sintec set up a self-service portal for ticket submission with... custom FAQs and links. They defined SLAs for administration, marketing, sales, HR, and design teams. SysAid enabled Sintec to measure performance for commercial support and design for the first time. Automation in IT support saved significant time and improved ticket routing. Sintec now maintains coordination as it grows and stands out from competitors.
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SysAid Copilot helped Dornan Engineering’s IT team resolve 65% of 3,500 inquiries in three months. The AI chatbot reduced Level... 1 tickets and made users more confident in IT support. Integration with Microsoft Teams led to a 40% increase in service requests. The self-service portal now handles 70% of tickets, letting users solve issues on their own. Dornan’s IT staff now focus on complex problems, not repetitive tasks.
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SysAid helped Bolton & Menk manage rapid growth, scaling from 200 to 1,500 employees. The IT team used SysAid to... centralize support and automate workflows. AI-powered self-service reduced ticket volume by 18% and saved 11% in resolution time. User adoption of the ticketing portal reached 82%. SysAid Copilot enabled smarter, faster IT support across 40+ locations.
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SysAid helped Astral cut billboard monitoring time by 66%. Astral used SysAid’s API to connect real-time webcam data, centralizing ticket... management. This made it easier for their small team to manage more billboards with fewer errors. Faster communication led to fewer client complaints and better relationships. Astral also reduced costs by minimizing downtime and streamlining technician scheduling.
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SysAid helped Guardian News & Media manage IT changes in a fast-paced media environment. The IT team supports 1700 employees... and handles daily product releases. SysAid's flexibility lets them customize workflows and labels for their needs. The Change Advisory Board uses SysAid every Monday to manage all changes. The team found SysAid more adaptable than other ITSM systems.
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SysAid helped MMSD, a leading US water utility, move from manual, siloed IT processes to unified digital workflows. The IT team... automated incident, service request, change, and problem management. This shift improved staff accountability and gave real-time performance insights. Centralizing services boosted efficiency, reporting, and asset management. MMSD now aligns IT services with business needs using ITIL best practices.
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SysAid helped VINLEC resolve IT issues 12 times faster, cutting resolution time from 3 hours to under 10 minutes. The IT team... now handles 2.5 times more tickets daily with the same staff. Full SLA compliance and real-time ticket tracking improved accountability. Remote support features let IT fix problems across multiple islands without travel. Analytics reporting now takes minutes instead of days, making audits easier.
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SysAid helped ActiGraph streamline IT ticket handling by integrating with Microsoft Teams. 80% of IT tickets are now created through... Teams, saving time for both administrators and end-users. The solution increased accessibility and transparency for IT services. SysAid ensured data security and compliance for ActiGraph's health-tech needs. Employees value the simplicity of submitting tickets directly from Teams.
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SysAid for Teams helped ActiGraph streamline IT ticket handling. 80% of tickets are now created through Microsoft Teams. Employees can... submit, track, and update tickets easily. This led to higher user adoption and improved productivity. SysAid ensured data security and compliance for ActiGraph's health-tech needs. The solution reduced email reliance and made IT support more accessible.
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SysAid Copilot helped CYBEX cut Level 1 IT ticket volume by 20%. The AI-powered virtual assistant resolved 93% of support... conversations without human help. CYBEX saw an 83% jump in self-service portal use in three months. Employees now find answers faster, and IT teams focus on complex issues. SysAid’s BI Dashboard gave leaders real-time insights and proved ROI. CYBEX plans to expand SysAid tools to HR and facilities.
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SysAid helped DecoLegno save 2–3 hours daily by centralizing ticket management and automating IT support. The platform unified requests from... email, Teams, and WhatsApp into one system. SysAid Copilot’s AI resolved over 100 tickets in two months and automated 53% of ticket categorization. End-user adoption reached 25% immediately after rollout. DecoLegno’s one-person IT team now works faster and can focus on strategic projects.
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SysAid helped David Lloyd Leisure transform their IT service management. Before SysAid, manual processes slowed down issue resolution and made... it hard to track problems. SysAid’s self-service portal automated ticket routing and enabled password resets. 95% of IT tickets now come through the portal, cutting down calls and emails. The company saw faster response times and better reporting, even during the COVID-19 lockdowns. HR onboarding also improved with new workflow tools.
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SysAid automation helped Orior streamline IT workflows. The IT team automated employee onboarding and offboarding, reducing manual work. They used... the Self-Service Portal for incidents and password resets. Workflow Designer made it easy to set up new processes. Ticket resolution times dropped, saving four hours per onboarding or offboarding. End users got better transparency and faster service.
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BDO Canada used SysAid to manage over 600 clients and handle more than 500 service tickets each month. Manual tracking was... a challenge as their managed services grew. SysAid automated workflows, service queues, and client updates. The platform cut Power BI data export time from six hours to minutes. BDO gained better reporting, auditing, and consistent service for every client.
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SysAid replaced Relay's manual service request tracking with a self-service portal. Employees now get assets and credentials on time. Automated... ticket escalations and asset tracking improved efficiency. Mean time to resolution dropped from nearly 3 weeks to a few hours. Non-English speakers submit more tickets using real-time remote access. IT analytics now support better cross-department collaboration.
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SysAid Spaces helped Tiger Feet Limited organize their IT operations. The IT team saw a 75% improvement in issue resolution... time. Asset management became clear and easy, replacing messy spreadsheets and post-it notes. The Ticket Journey feature improved team communication and productivity. End users are now happier, and IT tasks are easier to track and manage. SysAid’s user-friendly design made the transition smooth and boosted satisfaction.
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SysAid helped LAN Airlines manage engineering requests for 280 aircraft across 115 destinations. The company needed a tool to handle... a growing number of incidents from internal clients. SysAid enabled LAN Airlines to respond to seven times more monthly incidents than before. The platform provided incident tracking, escalation rules, and a self-service portal for 3,000 users. Its knowledge base let users resolve issues without waiting for support. SysAid’s support team delivered fast help in the company’s native language.
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