Item: SysAid
Rating: 9
Author: Simon Fabien

Use Cases and Deployment Scope

SysAid provides the central platform for the IT department to manage its customer base. In addition, the HR, Cargo, and Legal teams use SysAid in a similar manner, to support their internal customers.

Pros and Cons

Reporting is a strong point of SysAid as the reports are used when the technical team meets to discuss the status of jobs
SysAid allows our customers to complete a survey when each ticket is closed and this gives us a good idea of our customer satisfaction
SysAid has demonstrated that they can keep current with trends with upgrades and additions such as Automate Joe

We would welcome an easier way to manage assets
SysAid can consider offering lower prices on the use of its products

Return on Investment

SysAid had improved user engagement and trust in the process.
SysAid has improved the technical team's efficiency by at least 15% since adoption

Support Rating

SysAid is proactive with its support and readily available to discuss any issues we may have

Key Insights

Do you think SysAid delivers good value for the price?

Yes

Are you happy with SysAid's feature set?

Yes

Did SysAid live up to sales and marketing promises?

Yes

Did implementation of SysAid go as expected?

I wasn't involved with the implementation phase

Would you buy SysAid again?

Yes

Usability

Easy access for both admins and for customers

Contract Terms and Pricing Model

Would support a lower price point, but the structure is adequate as the rate gets better for longer term commitment

Likelihood to Recommend

SysAid has helped our team to meet and exceed its targets for outstanding support for the organization on a consistent basis over the past few years. It is an essential tool for our team and the organization.

Staying with SysAid!

Software Version

Overall Satisfaction with SysAid