Survitec

Customer Profile

Survitec is a global Survival Technology leader to the maritime, defence & government, aerospace and energy sectors. Survitec has over 3,000 employees worldwide, covering 11 manufacturing facilities and over 400 service centres. They operate in over 2,000 ports, spanning 96 countries. Survitec are the world’s largest manufacturer and supplier of liferaft, Marine Evacuation Systems (MES) and offshore rental PPE. They are a leading supplier of fire solutions to the maritime industry and hold a market leading position for Pilot Flight Equipment in the aerospace & defence market. The Survitec team live by their purpose “We Exist to Protect Lives”. Throughout its 168-year history, Survitec has remained at the forefront of innovation, design and application engineering and is the trusted name when it comes to critical safety and survival solutions.
Supporting this mission behind the scenes is a lean, third-party-managed IT service desk, now empowered by SysAid’s automation and AI. Richard Cockcroft, Global Head of End User Services, led the transformation.

From Overbuilt to Agile: The Shift to SysAid

For Survitec, the renewal of its ServiceNow ITSM license prompted a strategic reassessment. As the business evolved, the platform they were using no longer aligned with its goals for agility and autonomy. Increasing complexity, slower adaptation cycles, and the cost of enhancements, such as AI-powered translation, highlighted the need for a more flexible and scalable solution. Survitec sought a system better suited to support its global operations.

The search for a replacement led Survitec to SysAid: a platform that checked every box and offered out-of-the-box intelligence that didn’t require expensive add-ons or third-party tools.

AI-Powered Service Desk: Global Engagement, Simplified

SysAid Copilot and its built-in translation feature instantly solved a long-standing pain point: language barriers. Before SysAid, non-English speaking sites often bypassed official channels due to discomfort using an English-only system. Now, agents and end users alike can interact in their native languages, with SysAid effortlessly translating in both directions.

As Richard describes: “With SysAid, users type in their language, and the AI does the rest: categorizes, translates, logs the ticket. It just works.”

This not only improved engagement but also brought structure to the service desk’s intake process. More tickets were categorized correctly from the start, reducing misroutes and rework. The team also appreciated real-time insights into chatbot interactions, which helped refine the knowledge base and improve self-service relevance.

Implementation: Fast, Focused, and Friction-Free

Despite juggling multiple priorities, Survitec’s implementation experience was unexpectedly smooth. The rollout took just 2–3 months, stayed on budget, and required no dedicated internal team. SysAid’s implementation specialists guided each phase with professionalism and adaptability, ensuring Survitec’s unique IT environment was fully accounted for.

The benefits were immediate. The AI Chatbot and translation features began delivering value right away, even before full reporting was in place. This quick return on investment helped build confidence in the tool and reinforced buy-in across global IT stakeholders.

Customer Support That Feels Like a Partnership

Unlike their experience with other vendors, Survitec found SysAid’s support to be proactive, human, and solution-oriented. From implementation through post-launch support, the SysAid team consistently provided expert guidance, not just on how to use the tool, but how to get more value from it.

“What stood out was the feeling of partnership. We weren’t just a ticket number. We were supported every step of the way”, explained Richard.

Looking Ahead: A Platform for AI-Driven Growth

While Survitec is still early in its journey with SysAid, the roadmap is clear: more automation, smarter AI, and broader adoption across departments. The team is already eyeing expanded use of AI Agents for agentic AI workflows that can further streamline IT operations.

“We’ve already seen the benefits with AI agents. Now we want to go further. The goal is smarter service delivery, fewer repetitive tickets, and more time for innovation.”

SysAid is also being evaluated for integration into onboarding and knowledge-sharing workflows, ensuring employees get the support they need from day one.

The Right Fit for a Global Mission

Survitec needed a solution that could scale operations, simplify support, and empower their people, without slowing them down. With SysAid, they found that balance: a platform that delivers enterprise-grade power with consumer-level ease. As their IT service model evolves, SysAid remains the foundation: flexible enough for global complexity, yet intuitive enough to drive adoption from the ground up.