VINLEC

Powering a Nation:
How VINLEC Transformed IT with SysAid

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Results

12X faster response & resolution

Issues that used to take around 3 hours to resolve now take under 10 minutes.

2.5X more tickets resolved each day

With the same team size, IT is now handling 150% more work.

Full SLA compliance & accountability

The IT team now has full visibility into response times, ticket tracking, and performance metrics.

Highlights

CHALLENGES

Reporting an issue took hours, leading to delayed fixes and frustrated users.
No centralized system meant lost tickets and untracked response times.
VINLEC had no way to measure IT performance or ensure response times met expectations.
Users had to rely on phone calls or emails, often waiting for support personnel to be available.
Tech support had to be physically present to troubleshoot, wasting time on travel.

SOLUTIONS

With SysAid, IT now responds in under 15 minutes, ensuring fast resolutions and minimal downtime.
With SysAid, every ticket is logged, tracked, and managed efficiently, ensuring nothing slips through the cracks.
IT can now track SLAs, monitor team performance, and optimize workflows.
With SysAid, users log issues instantly and IT gets real-time notifications, reducing response delays.
Now, IT can remotely connect to PCs, chat with users, and resolve issues faster.

Customer Profile

St. Vincent Electricity Services Limited (VINLEC) is the sole provider of electricity for St. Vincent and the Grenadines, serving over 46,000 customers across multiple islands. With more than 300 employees spread across power plants, offices, and remote facilities, VINLEC operates in a uniquely challenging environment where IT and operational teams are separated by land and sea. Ensuring reliable communication and swift issue resolution is critical to keeping the grid running efficiently.

After considering other vendors, VINLEC found SysAid to offer the most complete option. As Mark Moses, Information Network & Technology Analyst .As Mark Moses, Information Network & Technology Analyst, put it: “SysAid offered a single, complete solution. You would have to put different pieces of other solutions together to achieve what SysAid achieves”.

Analytics Reports: Instant Clarity

For VINLEC’s IT team, end-of-year audits used to be a time-consuming headache. Tracking down data across multiple sources, piecing together reports, and ensuring accuracy took days of manual effort. But with SysAid’s analytics reporting, that process is now effortless. Key metrics like the total number of incidents for the year or outstanding issues are just a few clicks away. Instead of scrambling to gather information, Mark’s team can generate comprehensive reports on the fly. This turns what once took days into a task that now takes a few minutes.

SysAid Dashboard: IT at a Glance

For Mark, SysAid’s dashboard is like having a command center for IT operations. Instead of bouncing between different systems to track progress, everything he needs is in one place: live updates on incident response, outstanding tickets, and overall IT efficiency. With a clear, concise view of the entire operation, he can instantly see how the team is performing without digging for data.

Remote Support & Connectivity: IT Support Is Now Everywhere

Before SysAid, resolving IT issues often meant physically traveling to different locations. This was a time-consuming process that delayed fixes and drained resources. With power plants and offices spread across multiple islands, on-site support wasn’t always feasible, leading to longer downtimes.
With SysAid, IT can now provide full remote support. Technicians receive instant notifications, connect directly to users’ PCs, and troubleshoot issues in real-time, without ever leaving their desks. Whether it’s a minor software glitch or a critical system failure, problems get solved faster, and IT stays in control.

The Road Ahead: Expanding SysAid’s Impact

VINLEC has made huge strides with SysAid, but there’s still more to explore. Next, the team plans to tap into SysAid’s automation, workflows, and AI-driven capabilities. They anticipate even further efficiency gains once they successfully implement processes like automated onboarding, reducing the amount of manual work the IT team needs to complete for each new employee. Reflecting on the level of support VINLEC receives from SysAid.

With SysAid at the core of their operations, VINLEC is focused on building a more efficient, responsive, and data-driven IT environment for the future.