LG Electronics had to find a way to overcome high volumes of phone calls and emails from around the world, all of which obscured escalations and drove up inefficiencies and cots. Read this case study to find out how SysAid came to the rescue and quickly improved collaboration and information sharing within the IT Support teams.

1. SysAid IT Success Story: LG Electronics, Canada
http://www.sysaid.com SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel
Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559
Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205

2. Life's Good SysAid hits the widescreen in LG Electronics
Canada Headquarters and wins all-round
thumbs up, reports IT Specialist Robin Yu
with SysAid With LG Headquarters located in Korea and New Jersey,
tracking IT requests halfway around the Pacific and back
again was all in a day's work for IT Support (ITS) administrators
in LG Electronics Canada.
Over time, supporting both their local and international ITS
user base grew increasingly difficult with ITS' open support
system for external requests. High volumes of phone calls and
emails soon created a web of electronic and paper trails,
obscuring escalations and driving up inefficiencies and costs
“
associated with ITS operations.
SysAid built a solid That's when IT Specialist Robin Yu commenced the search for
a better Helpdesk solution - and found SysAid in October
reputation among end 2008. Just six months later, Robin reports that SysAid built a
solid reputation among end users, administrators and
users, administrators and managers alike at LG Electronics.
managers alike at LG
”
LG Insiders Discover the Lifesaver Key
Electronics. End users have given SysAid's simplicity of use the thumbs up,
with adoption rates of over 75% in the first few months of
deploying SysAid, and set to rise further with planned ITS
training. In turn, administrators have experienced a dramatic
reduction in the number of follow-up calls and emails, owing
to improved end user transparency through SysAid's
automatic service request notifications. “In fact, both our
administrators and end users have dubbed SysAid's F11 quick
launch button as the Lifesaver Key!”
Gradually phasing out its open support system, ITS now
employs SysAid's 'one-stop' Helpdesk repository for all
service request-related information and automatic escalation
rules to help manage their 7200 service requests received per
month. Third-level categories also help to accurately re-route
Service Requests, while SysAid's remote control feature
SysAid IT Success Story: LG Electronics, Canada
http://www.sysaid.com page 1

3. “ SysAid has clearly
improved collaboration
maximizes ITS administrator capacity and resources. “SysAid
has clearly improved collaboration and information sharing
between the ITS team, leading to reduced response and
resolution times, especially in urgent cases.”
and information sharing
Manager Dashboard Indicates Bright Future Ahead
between the ITS team, SysAid has not gone unnoticed at LG Management
leading to reduced headquarters either. Since deploying SysAid, LG managers
have refined KPIs and reporting statistics and successfully
response and resolution implemented new ITS measurement tools. “Our managers
love the SysAid Manager's Dashboard, especially the report
times, especially in urgent auto-generation. They even have the Dashboard graphs on a
case s.
” 16-inch screen in their offices!” And there's even talk of
potential plans to roll out SysAid in other LG Electronics
divisions around the world in the future.
SysAid Technologies Ltd. 1 Hayarden Street, P.O. Box 1142, Airport City 70100, Israel
Toll Free (U.S.): 800-686-7047 • Fax (U.S.): +1 (617) 507-2559
Tel. (Israel): +972 (3) 533-3675 • Fax (Israel): +972 (3) 761-7205
SysAid IT Success Story: LG Electronics, Canada
http://www.sysaid.com page 2