Unique Implementation Will Efficiently Manage More than 50,000 Requests over Two-Week Period
SysAid Technologies Ltd. (www.sysaid.com), a leading global provider of IT Service Management (ITSM) software solutions, today announced that Maccabiah Games, the world’s largest Jewish athletic competition, has implemented SysAid’s help desk solution to assist with an estimated 50,000 inquiries and more than 10,000 registered participants.
The Maccabiah Games call center will use SysAid’s help desk to log all inquiries from the general public, and theKnowledge Base will provide easily accessible information to call operators from the same ticket window. Additionally, all 10,000 athletes, coaches and support staff from around the world will be registered with a distinct ID that will provide the relevant data for quick and efficient assistance when required, 24/7.
“We are very excited that we were able to find a flexible solution to meet our unique criteria, allowing us to streamline all of our activities among the IT administrators, eight department heads and the call center,” said Rotem Cohen, Director of Technology Operations for Maccabiah. “Most of our team members are not IT experts, so the fact that all members of our 500-person staff can open a ticket and find the information they need in the Knowledge Base, will prove invaluable when servicing the tens of thousands of participants and spectators who will be contacting us over the next two weeks.”
SysAid’s Knowledge Base is a resource that offers hundreds of tips and how-to solutions to challenges that are applicable to both IT administrators and end users. Maccabiah customized its Knowledge Base to include possible questions and answers it could encounter during the Games, and it will be updated in real-time based on requests received. Additionally, all competition scores will be added to the Knowledge Base as they occur allowing callers to receive up-to-the-minute information.
“SysAid, in collaboration with Consist Systems, our local reseller, is thrilled to be contributing in this way to the success of the Macabbiah Games,” said Sarah Lahav, CEO of SysAid. “We have worked with Maccabiah’s IT team for four months leading up to the Games to tailor our solution to meet its specific needs which is a testament to the flexibility and efficiency of our help desk, specifically Knowledge Base.”
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About SysAid Technologies
SysAid Technologies Ltd. develops and markets leading IT Service Management (ITSM) solutions that provide all the essential IT tools integrated into one service desk. The company’s ITIL-certified software simplifies day-to-day IT activities by offering powerful and easy-to-use tools that allow administrators to easily monitor and manage tasks on one platform, from a single view. Since its founding in 2002 by Israel Lifshitz, the company’s software has been deployed by more than 100,000 companies worldwide, spanning all industries and sizes—from SMBs to Fortune 500 corporations. SysAid has offices in Israel, Australia and Brazil and its software packages are available in 42 languages. For more information please visit www.sysaid.com.
