Case Study: General Cable achieves centralized regional request management and global insight with SysAid

General Cable - Customer Case Study

General Cable, a manufacturing company operating across 10 countries in Latin America, lacked a centralized way to manage service requests and gain global insight because many sites used isolated systems. This fragmentation made it difficult to track incidents, changes, and user provisioning across the region and to enforce consistent processes and approvals.

SysAid delivered a cloud-based, centralized ITSM platform with standardized processes, multilingual support, configurable workflows and approval templates, and routing/escalation rules. The solution was deployed quickly (no infrastructure changes), integrated thousands of users via LDAP, provided a self-service portal, and—supported by Professional Services—gave General Cable real-time visibility of tickets and the ability to track and route incidents region-wide, improving control over ERP, manufacturing applications, and user support.

General Cable

James Oren Roelofsen

Manager, IT Support and Projects