At General Cable, we were lacking a centralized solution to manage service requests for our manufacturing sites throughout 10 countries in Latin America. We needed a way to gain global insight into activities across the organization as many of our sites were using isolated management systems.

SysAid provided us with a centralized system with a standardized set of processes and approval procedures to manage our requests across the entire region, while being able to respond to each local area’s specific needs. We now have insight into all activities from a single application. We’ve been able to implement service, incident, and change requests in 3 different languages, incorporating complex workflows via SysAid’s configurable templates. We can now see the status of any ticket in the region, at any point in time, and can track problems, emergencies, and the volume and nature of incidents relating to our ERP systems, manufacturing applications, and user provisioning. We’re also able to effectively route incidents and requests to various local IT teams with the use of SysAid’s routing rules, escalation rules, email integration, and categories.

With SysAid being in the cloud, we were able to set it up quickly by avoiding infrastructure changes. With a link to LDAP, we easily integrated all of our several thousand network users into SysAid, and provided them with a straightforward self-service portal.

We’ve also received useful hands-on support from the Professional Services team in order to tailor SysAid’s features to our business goals, and ensure that we are self-sufficient in being able to configure the solution to our evolving needs.