Our department ensures that 280 aircraft remain airworthy across 115 destinations. As the Avionics Group Leader for LAN Airline’s engineering department, I am responsible for managing all incoming engineering requests involving our headquarters, plus five regional subsidiaries. Six years ago, we sought a powerful tool to manage and control the growing volume of incidents submitted by internal clients to our engineering department. Once we understood how valuable SysAid is for establishing effective incident management and for accurately reporting our team’s performance, we gradually expanded its use in accordance with the growing needs of our organization. Being a scalable solution, SysAid has since been set up to serve our Maintenance Operation Control department, Quality department, and an additional five subsidiaries – in Colombia, Argentina, Brazil, Peru, and Ecuador. We are now able to respond to seven times the volume of monthly incidents compared to what we were able to achieve before SysAid. We can track the number of incoming incidents and our response times as well as define specific escalation rules and routing rules that reflect each department’s priorities.
SysAid offers us diverse functionalities. Its self-service portal and email integration features provide our 3000 end users with various channels for submitting queries, and the knowledge base has been extremely valuable as it enables our users to often bypass the ticketing queue altogether with the help of instant articles that automatically respond to their specific request based on the data submitted in the query. SysAid has also allowed us to better quantify and allocate our human resources.
Most importantly, SysAid’s support team has provided us with fast and effective responses to our needs in our native language.
SysAid is a valuable tool that has significantly helped LAN Airlines to deliver better service to both our internal and external customers.
“We are now able to respond to seven times the volume of monthly incidents compared to what we were able to achieve before SysAid.”
Since 2010, Fuji Xerox has utilized SysAid’s innovative software solutions to support our Business Process Outsourcing service offering. The software gives us the tools to manage our ITIL framework, enabling crucial links between incidents, problems, and changes, as well as effective audit reporting that we can provide to our clients. Importantly, SysAid maintains a high level of responsiveness to our needs – from their customer and issue support, through to their development team. This enables us to deliver a better customer experience, faster.
Daniel Doohan, BPS Application Support Team Leader