Community Health Connections

Customer Profile

Community Health Connections (CHC) is a nonprofit healthcare provider dedicated to serving underinsured and underserved populations. With five full-service locations (and additional Medical urgent care clinics housed at three of those five), CHC delivers medical, dental, optometry, and behavioral health services to its local community. The organization operates 361 days a year and employs approximately 500 staff members.

As demand grew and their operations became more complex, CHC needed a centralized, compliant, and scalable IT solution that could keep pace without overburdening their small team.

Before SysAid: Tool Limitations and Compliance Concerns

Before adopting SysAid, CHC considered a number of different solutions to improve on their existing system. Many of these were feature-rich, but too expensive for a nonprofit. On the other hand, the solution they had in place simply did not meet CHC’s needs.
The switch to SysAid Cloud offered the team a compliant, cloud-based, and customizable solution that aligned with both budget and operational needs.

SysAid Self-Service Portal: Empowering Users to Help Themselves

Community Health Connections now relies on SysAid’s self-service portal, with more than 95% of tickets submitted directly by staff through this user-friendly interface. Every employee is issued a SysAid account tied to their domain login, making the ticketing process accessible and easy to use. By standardizing how requests come in, the IT team avoids phone-based chaos and maintains clean, consistent data that can be acted on quickly and efficiently.

“If it’s not in SysAid, it didn’t happen”: SysAid Ticketing & Incident Management Brings Structure to Everyday Support

The core of CHC’s IT operations runs through SysAid’s ticketing system. Whether it’s a printer malfunction, a locked account, or a department-wide outage, all issues are logged, categorized, and tracked in one place. This structure allows the help desk team to triage efficiently and ensures nothing slips through the cracks. For Todd, SysAid has become the team’s source of truth and digital recordkeeper.

Turning Data into IT Insights With SysAid Reporting & Performance Monitoring

SysAid’s built-in reports provide just the right level of visibility for CHC. The IT team reviews each technician’s tickets weekly to monitor workloads, identify trends, and balance support across the team. The system offers enough flexibility to catch anomalies early. If someone is overloaded or not logging enough time, IT can adapt proactively. This fosters accountability without micromanagement.
Todd explained: “Once a week I review what each help desk staff member closed, what they still have open, and why. It gives me a window into everything happening across the company. If anyone questions an update or request, it’s all documented and traceable.”

SysAid: Secure, Scalable, and Built for Compliance

Since moving to the cloud-hosted version of SysAid in 2020, Community Health Connections has benefited from strong uptime, consistent performance, and easier maintenance across all five locations. The platform delivers the stability and scalability their lean IT team needs, without the complexity or cost of managing on-prem infrastructure. Most importantly, SysAid meets HIPAA compliance requirements, making it a trusted system for a healthcare organization that can’t afford disruptions or risks.

Looking Ahead: Future-Proofing the Help Desk

One of CHC’s key goals is to revisit their current setup with a fresh perspective, identifying underused features and evaluating whether new capabilities could better support their evolving needs.
There’s strong interest in exploring automation to assist with ticket triage and workload management, particularly solutions that can be tailored to the organization’s unique structure. The team is also eager to see improvements in usability, such as customizable ticket prioritization or color-coded urgency flags, to help technicians work more intuitively.
With SysAid as their IT backbone, CHC is building a foundation that’s ready to scale, adapt, and support future growth.