Case Study: The Jewish Board achieves faster response times, cost savings, and improved training with SysAid

One of the Largest US Charities Slashes Response Times, Cuts Costs, and Optimizes Training

The Jewish Board of Family and Children’s Services is one of the largest nonprofit mental health and social service agencies in the U.S., with over 3,300 employees, 2,200 volunteers, and programs across New York City and Westchester. Its IT and other support teams had been relying on a limited, homegrown Microsoft Office–based system while departments managed requests with spreadsheets, paper, emails and faxes—an increasingly manual, error-prone process that caused misplaced or abandoned requests and could not scale.

The organization implemented SysAid for incident, request, change and asset management, introducing a Self-Service Portal, Knowledge Base, automated ticket routing and cross-department workflows. The result was faster, more consistent support with dashboards for actionable insights: 85% of incidents resolved in a single interaction, average response times of 10–15 minutes, measurable reductions in support demand through targeted training, scalability through a merger, and full ROI within the first year.

The Jewish Board

Uday Madasu

Chief Information Officer