Scotia Investments

Customer Profile

Scotia Investments is a private holding company headquartered in Nova Scotia, Canada, overseeing a diverse group of businesses across manufacturing, energy, health, and environmental sectors. With over 1,600 employees spread across 12 companies, their lean two-person IT team is responsible for supporting around 200 users internally.

Before SysAid, the team was operating without a formal ITSM platform, handling requests via email, with no ticketing system, no automation, and limited visibility into performance. As demand grew, so did the need for structure, consistency, and scalable support.

SysAid provided the foundation: a centralized system for managing tickets, automating routine tasks, and empowering the IT team to do more with less, without sacrificing quality of service.

Effortless to Learn, Easy to Love

One of the standout benefits for Scotia Investments was just how intuitive SysAid proved to be, not just for IT professionals, but for non-technical users as well. With minimal training and simple setup, the platform enabled fast adoption across departments.

From checking a few boxes to activate new features to quickly creating AI agents with natural language, the learning curve was minimal, but the impact was immediate.

Streamlining Support with SysAid Copilot

Before implementing SysAid, Scotia Investments’ IT support was entirely manual: emails came in, and the small team of two had to triage, respond, and track everything by hand. There was no formal ITSM platform, which meant no ticketing system, no data, and no way to see where time was being spent.

That changed with SysAid Copilot. The AI-powered chatbot now handles routine requests like “how do I install fonts?”, instantly and accurately. Instead of fielding dozens of repetitive questions each week, the IT team can now focus on more complex tickets, projects, and strategic improvements.

The impact was immediate: the AI chatbot manages around 125 tickets per week, reducing the load on IT and giving end users faster, more consistent support.

Automating Asset Management with Custom AI Agents

One of the earliest and most impactful use cases for AI at Scotia Investments was automating asset management. With hundreds of devices across multiple companies, tracking warranty statuses and planning replacements was a time-consuming, manual task.

Using SysAid’s AI Agent Builder, the team created a custom agent to scan asset records and instantly identify devices nearing warranty expiration. What once took hours of manual spreadsheet work is now completed in seconds, with the agent delivering detailed reports on demand.

This did more than just save time. It brought new visibility into asset lifecycles, allowing the IT team to act proactively rather than reactively. The agent helped flag potential issues before they became real problems.

This success unlocked new momentum for building additional agents, each designed to remove friction from everyday IT operations.

Building Trust and Scaling Adoption: SysAid AI Agent Builder

Like many teams exploring AI for the first time, Scotia Investments approached the SysAid AI Agent Builder with curiosity, and a bit of caution. In the early days, building agents involved trial and error. Some didn’t work as expected, and refining prompts took patience. But the payoff came quickly.

Using the builder’s code-free, conversational interface, Bryan and a cross-functional team of 10 began creating agents tailored to their real-world needs. As proof-of-concept agents started delivering results such as extracting ticket trends or identifying asset gaps, internal trust grew fast.

What started as an experiment became a growing initiative across teams. Colleagues began suggesting use cases, asking for agents to be built, and even adopting the tool themselves.

“The more we pushed our users to the self-service portal, the more they appreciated it. They found it easier to submit tickets, and in return, we were able to provide quicker and more efficient support.”

With adoption on the rise, Scotia now plans to expand agent usage even further, with more integrations, more users, and a broader footprint across the organization.

Looking Ahead: Future Plans With SysAid

With strong momentum behind their AI adoption, Scotia Investments is already planning the next phase of their SysAid journey. Top priorities include rolling out change management workflows and expanding the use of AI agents and integrations to drive deeper automation and improve data accuracy.

They’re also embracing the new Spaces upgrade, which brings a sleeker layout and faster in-line editing, helping teams move even quicker. Ongoing user experience improvements are on the radar too, particularly streamlining long-scroll workflows for more efficient navigation.

The goal is clear: keep evolving, stay efficient, and continue delivering smarter IT support across the organization.