Case Study: Mitsubishi Electric cuts incidents by 12% with SysAid and Lansweeper

Mitsubishi Electric cuts incidents by 12% with SysAid

Mitsubishi Electric's manufacturing site in Scotland faced significant IT challenges, relying on an outdated in-house Microsoft Access ticketing tool and manual Excel asset lists. This legacy system lacked ITIL alignment, provided no visibility into ticket status, and made audits difficult due to incomplete and inaccurate data. The customer needed a modern solution from vendor SysAid to streamline service management and gain real-time asset visibility.

SysAid implemented its modern ITSM platform, including SysAid Spaces and the Self-Service Portal, integrated with Lansweeper for automated asset discovery. This solution provided structured ITIL workflows, digital approvals, and a single source of truth for assets. The results for Mitsubishi Electric were substantial: a 12% reduction in incident tickets, 66% of tickets now entered via self-service, and audit-ready asset visibility for 1,400 discovered devices, significantly reducing manual administrative work.

Mitsubishi Electric