Grand Traverse County

About Grand Traverse County

With over 200 billboards (soon to be 600), Astral’s system lacked the organization and visibility needed to keep operations running smoothly. Tickets were inconsistently logged, critical information was scattered across tools, and technicians often worked without a clear process to track or prioritize issues. 

The stakes were high: every moment a billboard was down meant potential revenue loss and dissatisfied clients expecting seamless service for their high-profile campaigns. As Etienne Salamone, Manager of Astral’s Digital Broadcasting Team explained, “The information was everywhere, and it was slowing us down. We needed a centralized system.” This need for efficiency, clarity, and speed is what led Astral to SysAid.

The impact: Enhanced efficiency, accuracy, and strategic value

Even though Grand Traverse County is still in the early stages of implementation, the expected and observed impacts are transformative:

• Significantly improved first call resolution (FCR): With the new ITIL-compliant processes, service catalog, and AI capabilities, Cliff is confident they can boost their FCR from a “horrible” 60% to the high 90s, leading to faster resolutions and higher user satisfaction.
• Massive time savings in asset management: The automated asset tracking eliminates manual spreadsheets, saving “weeks” of labor annually for tasks like the evergreen refresh program and ensuring accurate departmental bill-backs. The ability to instantly pull reports on asset details by department drastically improves efficiency and financial transparency.
• Reduced manual workload for IT team: Automating common requests like password resets and account unlocks will free up technicians, allowing them to shift focus from “break/fix” to higher-impact project work.
• Enhanced data-driven decision making: SysAid’s reporting capabilities, accessible in “plain language” (unlike Lansweeper’s SQL-based reports), provide total visibility for the executive team on asset management, renewals, and overall service performance. This enables informed decisions and proactive IT management.
• Increased trust and adoption: SysAid’s responsive support and commitment to security (meeting CJIS, HIPAA, PCI PII guidelines) have built strong internal trust. Cliff’s team is actively using SysAid’s documentation to create internal training, promoting rapid user adoption.

Why SysAid

For Cliff DuPuy, SysAid is more than just a software vendor; it’s a partner that empowers his team to succeed. 

He advocates for SysAid among his public sector peers, emphasizing its simplistic yet powerful functionality, its attentive customer support, and its openness to change. The rapid and effective resolution of a critical integration issue within three days, requiring a code rewrite in their tenant, solidified SysAid’s responsiveness. Cliff believes that SysAid’s ability to provide concrete, data-driven evidence of improved FCR, billing accuracy, and overall service quality will build unwavering trust with his peers.

SysAid is helping Grand Traverse County transition from an outdated, fragmented IT environment to a modern, efficient, and proactive service organization, proving that innovation and trust are paramount in the public sector.