Case Study: SAIT Polytechnic streamlines support and doubles ticket-handling capacity with HEAT Software

SAIT Polytechnic Grades HEAT as First-in-Class for Support Workflow and Automation

SAIT Polytechnic, a Calgary-based post-secondary institution serving more than 75,000 students with over 2,200 faculty and staff, relied on hundreds of applications across diverse academic and administrative departments. Support was fragmented across separate help desks and an after-hours web ticketing system, causing lack of visibility, duplicate work and delays in resolving issues.

SAIT standardized on HEAT Service Management—upgrading the platform, adding Self Service and Survey modules and integrating with Active Directory—eliminating multiple ticket systems and automating workflows. The change doubled the number of tickets managed (expecting over 4,000 per term), improved security and collaboration, sped resolution, and produced higher customer satisfaction scores via automated surveys.

SAIT Polytechnic

Scott Taylor

Manager of Technical Services