Case Study: North York General Hospital achieves faster patient care and major cost savings with SysAid

North York General Hospital saves CA$230,000 and returns 6,600 hours to patient care with SysAid

North York General Hospital faced a challenge as its digital transformation tripled the number of devices without increasing IT staff, causing service level compliance to drop from 90% to below 60%. The hospital's Information Services department needed to improve support and efficiency without additional budget for new hires or technology, turning to SysAid's on-premise IT service management (ITSM) solution.

By implementing SysAid, the team established a proactive strategy including a Walk-In Support Center and a preventive maintenance program using SysAid's built-in asset management. This shifted 20% of IT staff to proactive work, reduced ticket volume by 23%, saved an estimated CA$230,000, and freed 6,600 staff hours annually for patient care, while end-user satisfaction ratings improved dramatically.

North York General Hospital