Caliber Communications

Customer Profile

Caliber Communications is a fast-growing tech company with a lean IT team supporting 200 employees. From troubleshooting to infrastructure management, this team used to juggle it all. But with no ticketing system or asset tracking in place, Caliber Communications came to realize they needed a solution to bring structure, efficiency, and visibility to their IT operations.

Before SysAid: No Ticketing System, No Asset Visibility

Before SysAid, Caliber managed tickets manually, often through email or mental notes. Asset management was also non-existent, making it difficult to track devices, especially remote ones. The need for structure, visibility, and better documentation prompted the adoption of a dedicated ITSM solution. 

Streamlined Ticketing for Smoother IT Support

Now, 90% of tickets flow effortlessly through email, so the IT team can log and manage every request. While most users still prefer email, the self-service portal is gaining traction, and the IT team plans to encourage wider adoption to further streamline support. HR emails also generate tickets automatically for onboarding and offboarding. By integrating this workflow with their HR platform, Caliber has drastically reduced manual input, with efficiency-boosting effects that go far beyond IT.

SysAid Asset Management: Full Visibility & Control Over IT Assets

Tracking company devices, especially remote ones, used to be a constant guessing game for Caliber’s small IT team. Without a proper system in place, keeping tabs on laptops and desktops meant manual spreadsheets and endless follow-ups.
With SysAid’s asset management agent, IT now has full visibility into all devices, even those off-site and off-domain. Remote management is easy, asset ownership is clearly documented, and tracking down a missing laptop is no longer a wild goose chase. Best of all, automation has cut asset tracking time by an hour per day, freeing up IT to focus on bigger priorities.

Bridging IT & Development with Jira Integration

As a fast-growing technology company, Caliber Communications needed a way to keep both IT and development teams running smoothly. One of the most transformative benefits of SysAid has been its Jira integration, which bridges the gap between developer-specific help desk operations and traditional IT support.
With dedicated workflows tailored to each team’s needs, ticket management is now organized, efficient, and fully trackable. This has made collaboration much easier, ensuring that issues get resolved quickly, whether they’re IT-related or tied to software development.
Edward describes SysAid’s integration with Jira as one of his favorite aspects of working with SysAid.

Future-Focused: Scaling IT Efficiency

SysAid has already brought structure, visibility, and automation to Caliber’s IT operations, but there’s still room to grow. The next priority on their roadmap is expanding automation to eliminate more manual steps in daily workflows, tightening security with better asset control, and leveraging reporting to drive smarter IT decisions.
As the company scales, keeping track of devices and ownership changes will also be a priority, ensuring that IT stays ahead of the curve. With these goals in mind, Caliber is building an IT foundation that’s ready for the future.

Turning IT Challenges into Efficiency

Running IT for a fast-growing company with a lean team is a major challenge. SysAid has enabled Caliber Communications’ team to meet this challenge through a structured system that works for them.
With automated workflows, full asset visibility, and seamless IT-dev collaboration, SysAid has turned daily IT chaos into a well-oiled machine. And as Caliber continues to grow, their IT team is ready to scale right alongside it.