Case Study: Plains Midstream Canada achieves IT service transformation and 40% increase in first-contact resolution with IFS assyst

Plains Midstream Canada transforms Information Services and improves customer satisfaction with assyst

Plains Midstream Canada (PMC) is a North American midstream energy company that was struggling to scale its Information Services organization: growth, low response and resolution rates, reactive troubleshooting, service interruptions, poor communication and a weak perception of IS. With their previous ITSM tool at end of life, PMC selected IFS assyst to help rebuild service desk processes, establish ownership and governance, and deliver measurable service improvements.

Using IFS assyst, PMC executed a phased 2.5‑year transformation—starting with incident management, then change and release processes, a customer self‑service portal, and a CMDB for asset/configuration control—plus ongoing CSI. The results included a 40% increase in first‑contact resolution, higher end‑user satisfaction, improved communications and post‑mortem analysis, tighter change governance, and better asset tracking and standardization, delivering clear efficiencies and reduced risk for PMC.

Plains Midstream Canada

Corrine Siba

Manager, IS Operations