Case Study: LG Electronics

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

http://www.sysaid.com

SysAid IT Success Story: LG Electronics, Canada

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SysAid hits the widescreen in LG Electronics Canada Headquarters and wins all-round thumbs up, reports IT Specialist Robin Yu

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.

That's when IT Specialist Robin Yu commenced the search for a better Helpdesk solution - and found SysAid in October 2008. Just six months later, Robin reports that SysAid built a solid reputation among end users, administrators and managers alike at LG Electronics.

LG Insiders Discover the Lifesaver Key

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 built a solid

reputation among end

users, administrators and

managers alike at LG

Electronics.”

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.”

Manager Dashboard Indicates Bright Future Ahead

SysAid has not gone unnoticed at LG Management headquarters either. Since deploying SysAid, LG managers have refined KPIs and reporting statistics and successfully implemented new ITS measurement tools. “Our managers love the SysAid Manager's Dashboard, especially the report auto-generation. They even have the Dashboard graphs on a 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.

Life's Good with SysAid



SysAid hits the widescreen in LG Electronics Canada Headquarters and wins all-round thumbs up, reports IT Specialist Robin Yu

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.

That's when IT Specialist Robin Yu commenced the search for a better Helpdesk solution - and found SysAid in October 2008. Just six months later, Robin reports that SysAid built a solid reputation among end users, administrators and managers alike at LG Electronics.

LG Insiders Discover the Lifesaver Key

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 has clearly

improved collaboration

and information sharing

between the ITS team,

leading to reduced

response and resolution

times, especially in urgent

case s.”

page 2

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.”

Manager Dashboard Indicates Bright Future Ahead

SysAid has not gone unnoticed at LG Management headquarters either. Since deploying SysAid, LG managers have refined KPIs and reporting statistics and successfully implemented new ITS measurement tools. “Our managers love the SysAid Manager's Dashboard, especially the report auto-generation. They even have the Dashboard graphs on a 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


Technology

Case Study: LG Electronics