Case Study: BDO Canada achieves scalable, centralized IT service management and rapid reporting with SysAid

Boosting Client Performance with Next‑Gen Service Management

BDO Canada, a leading professional services firm with over 125 offices and 4,000+ employees, needed to scale its rapidly growing technology advisory and managed services line. Serving hundreds of clients across data, applications, infrastructure, cybersecurity and staffing, the team found manual tracking and disparate processes could not support service levels, auditing, reporting, or consistent workflows as the practice expanded—so they sought a centralized, cloud-based IT service management solution.

BDO selected SysAid and rolled it out across service lines, now supporting 600+ clients with 130 dedicated administrators and handling 500+ tickets a month via custom workflows, monitoring, and integrations. The platform delivered consistent, transparent service delivery, fast analytics and reporting (Power BI exports cut a six-hour task to minutes), and actionable insights on MTTR, root causes, response/resolution times and backlog—enabling ongoing optimization while the firm pushes self-service adoption, change management, and client-satisfaction tracking.

BDO

Austin D’souza

National Practice Lead – Solutions Operations