One DoGood meeting. A vendor he did not know. A signed contract two months later.
Ben Kusa
IT Director·National engineering and design firm
About 800 staff across multiple US offices
Ben Kusa is IT Director at a national engineering and design firm, about 800 staff across multiple US offices. His team owns everything the company calls IT: software, hardware, cell phones, telco.
One DoGood meeting introduced him to a helpdesk vendor he had not come across before. Two months later he had a signed contract with SysAid, and an aging on-prem helpdesk had become a cloud system his techs and end users actually use.
Key takeaways
A vendor he did not know, signed in two months. SysAid was not on Ben’s list before DoGood put them in front of him. He took the meeting because the product sounded interesting. Two months later he had a contract, and his team is on the product today.
The problem was the tool, not the volume. Ticket counts were steady. The on-prem ManageEngine interface was old and clunky for techs, and end users had no good way to reach IT.
Teams notifications were the biggest win. End users now get responses and updates through email and Teams, and techs choose how they follow up: phone, text, whatever fits.
Cloud took maintenance off the team’s plate. No more on-prem helpdesk to patch and host. Ben’s one-sentence summary of the impact is the product itself.
“Cloud based product that takes maintenance off our plate and offers improved experiences for all in our company.”
Ben Kusa, IT Director
In Ben’s own words
What does your team own?
Everything the company deems IT related: software, hardware, cells, telco.
What were you trying to solve?
A better helpdesk experience for our techs. We were on ManageEngine on-prem. The interface was older and clunky to use, and end users did not have a good way to reach us.
What changed with SysAid?
Adding in Teams notifications has been a large improvement for us. End users now get a response and info from email and Teams, in addition to however the tech chooses to communicate: phone, text. What we like is better overall communication.
How would you describe the impact?
Cloud based product that takes maintenance off our plate and offers improved experiences for all in our company.