The Stevens Company

Customer Profile

The Stevens Company Limited is a family-owned Canadian distributor of medical and surgical supplies with over 100 years of history. Serving hospitals, clinics, and healthcare professionals across Canada from East to West Coast, including Quebec, they provide a wide range of essential healthcare products and services.

The Challenge: An outdated system hindering modern IT needs

For over 7 to 9 years, The Stevens Company Limited relied on BMC Track-It for their IT ticketing needs. While functional, the system was severely outdated.

 “The tool is useful, but it’s old,” explains Victor, an IT Support Technician responsible for evaluating new software solutions. It looked very outdated.”

The legacy system simply couldn’t keep pace with the company’s desire to stay on top of technology and implement modern workflows. This prompted Victor to embark on an extensive search for a new solution, involving 20 to 30 meetings with various vendors, including prominent names like NinjaOne, Halo ITSM, and ServiceNow. However, many alternatives, particularly ServiceNow, proved to be “extremely expensive” for a company of 500 employees, including their warehouse staff.

The IT team, comprising 8 technicians serving 500 employees across 6-7 locations nationwide, faced challenges managing a high volume of email-based tickets, which often complicated formatting and required manual categorization. They needed a solution that was not only cost-effective but also modern, intuitive, and capable of streamlining their processes to free up technicians for more strategic project work.

The solution: simplicity, AI innovation, and attentive Support with SysAid

After a rigorous evaluation process spanning several months, The Stevens Company Limited chose SysAid. The decision, though not solely Victor’s, was heavily influenced by his research and testing. They have been implementing SysAid for about a month and a half, with immediate positive impressions.

Several key differentiators made SysAid stand out:

Simplicity and user experience:  SysAid’s intuitive interface makes it easy for end-users to find what they’re looking for, reducing friction and improving the overall service experience.

Granular permissions and service catalog control: SysAid offered robust permission settings, allowing the IT team to tailor visibility within the service catalog. For example, only managers can see “user creation tasks,” preventing information overload for other users. This customization ensures a cleaner, more relevant experience for everyone.

Proactive AI capabilities: While not initially a primary search criterion, SysAid’s AI components quickly became a major point of excitement. The company is actively using the End User Chatbot and sees immense potential. Victor anticipates that once their knowledge base is solidified, the AI will significantly reduce common tickets like “my printer isn’t working” or “my account is locked.”

Exceptional sales and customer support: A crucial, albeit subjective, factor was the willingness to go above and beyond, providing thorough support and detailed information unmatched by other vendors evaluated.

Questions were answered immediately, and if a sales rep didn’t have an immediate answer, an expert would jump in, offering attentive service  that mirrored their own company values. SysAid’s openness to change, demonstrated by readily creating a change request for a feature idea (color-coding for tickets), further solidified their confidence.

The impact: gaining time for projects and boosting user satisfaction

Even in the early stages of implementation, The Stevens Company Limited is already experiencing significant benefits:

Increased time for project work: SysAid has notably reduced the time technicians spend on routine ticketing. Victor estimates a daily shift from 5 hours to 4 hours dedicated to tickets, freeing up an hour each day per technician for crucial project work.

Enhanced user satisfaction: User satisfaction has seen a marked improvement, jumping from an estimated 5 out of 10 from the previous system to a now solid 8 out of 10 in just a few months of rollout Users appreciate the ability to get answers instantly from the AI chatbot, and if not, easily submit a ticket.

Empowered managers: Managers across various departments, such as customer service, highly value the ability to track their team members’ tickets. This full visibility helps them ensure no work is duplicated and allows them to proactively group similar issues, fostering a more hands-on and efficient approach to problem-solving within their teams.

Efficient ticket categorization: The AI summarization and categorization features are already in use, automatically assigning categories to incoming tickets. While occasional manual adjustments are needed, the AI significantly streamlines the process, ensuring tickets are routed correctly and efficiently.

Why SysAid: a partner for modern and agentic ITSM

The Stevens Company Limited sought a modern, efficient solution, and in SysAid, they found a partner that not only met their technical requirements but also exceeded their expectations in terms of support and innovation.

He highlights SysAid’s quick responsiveness, attentiveness to customer needs, and genuine openness to feedback and changes as key reasons for his endorsement. For any organization navigating the complex landscape of ITSM vendors, SysAid offers a solution that is both effective and supported by a team that genuinely listens.