Malcolm Investment Holdings

Customer Profile

Malcolm Investments is a holding company overseeing five insurance brokerage firms, each serving end users through tailored insurance offerings. With operations spread across five locations, their centralized IT team is responsible for supporting a dynamic and growing organization. Seeking a scalable, modern ITSM solution, Malcolm Investments chose SysAid for its automation, visibility, and potential to extend service delivery beyond IT.

Asset Management: Goodbye Spreadsheets, Hello Real-Time Visibility

Before SysAid, Malcolm’s asset tracking relied on outdated Excel files and Access databases. Some of these contained dead or irrelevant data. Now, with agents deployed across the network, the IT team has an accurate, live view of every device and software instance. 

Assets are tracked from the moment of procurement, logging deployment, service incidents, and performance over time. This comprehensive lifecycle visibility empowers the IT team to identify underperforming devices early and replace them proactively, long before the typical five-year refresh cycle. By shifting from reactive fixes to data-driven, preemptive decisions, Malcolm’s IT operations can minimize downtime, reduce support costs, and extend the lifespan of critical infrastructure. Proactive maintenance isn’t just a nice-to-have. It’s becoming a foundational best practice in IT Asset Management, helping the team deliver more stable, reliable service while optimizing long-term value from their technology investments.

Future plans include integrating license compliance and patch management, creating a unified CMDB, and preparing for automated, secure device management at scale.

Ticketing: Cutting Time, Adding Clarity

Previously, IT requests flowed through a shared inbox. This led to missed tickets, duplicate efforts, and unclear ownership. Now, with SysAid, every ticket is logged, tracked, and resolved within a centralized system that automatically notifies users at every stage.

The results speak for themselves: resolution time has dropped by around 50%, and the IT team saves up to two hours daily, equivalent to two full days each month.

Remote support has helped the IT team take this advantage even further. Instead of driving between sites or using limited tools like Microsoft Quick Assist, IT staff can resolve issues fully and securely from one location. The result? Faster resolution times, reduced travel costs, and a better experience for both agents and end users. By eliminating the need for on-site visits, the team not only saves hours each week but also frees up capacity to focus on more strategic initiatives that drive long-term value.

Future Plans with SysAid

As Malcolm Investments continues to scale its operations across multiple brokerages, the IT team is laying the groundwork for deeper, smarter, and more integrated service delivery. Their vision is to elevate IT from a support function to a strategic enabler, powered by SysAid’s expanding capabilities.

• Launch the Self-Service Portal across all users
  By giving employees a simple, branded interface to submit and track requests, the team aims to streamline ticket intake, reduce email reliance, and empower users with more control and visibility.
  
• Unify license tracking and compliance
  Centralizing license information within SysAid will help ensure timely renewals, prevent overspending, and provide peace of mind when it comes to audits and vendor management.
  
• Implement automated patch management
  Rolling out patch management across all devices will enhance security posture, reduce manual overhead, and ensure that all endpoints remain protected with minimal effort.
  
• Automate onboarding and facilities workflows
  Extending ITSM beyond IT will bring consistency and speed to common internal processes, such as onboarding new employees or handling equipment and workspace requests.
  
• Introduce customer surveys through SysAid’s NPS tool
  Gathering real-time feedback from users will help the IT team continuously improve service quality and responsiveness, turning user input into actionable insights.
  
• Deploy SysAid Copilot for AI-powered support
  Activating Copilot will enable faster ticket triage and intelligent auto-responses—freeing up IT for strategic work while providing users with instant, contextual help.
  

In the long term, the team envisions using SysAid as a unified platform for service delivery across HR, operations, and more, making structured, trackable workflows the norm company-wide.