Real-World Case Studies and Customer Success Stories with SysAid

SysAid Copilot helped The Jewish Board of Family and Children’s Services move to cloud-based IT support. The small IT team... used AI automation to handle 30% of service desk requests. Staff now get instant help through Microsoft Teams on mobile devices. AI-driven ticket routing replaced manual processes, speeding up resolutions. The team reduced call volume and improved support for 3,000 employees.
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SysAid helped St. Patrick’s Mental Health Services fix their IT service desk problems. Their old outsourced provider did not meet... hospital needs and caused delays. SysAid’s ITIL modules made it easy to set up a new in-house IT department. Staff now save time with faster incident management and custom workflows. Nurses and clinical teams can log and track medication queries easily. SysAid’s reporting tools help the hospital track and reduce incoming tickets. Improved IT support means better patient safety.
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SysAid helped Spectrum Healthcare Partners improve IT service management. The company had no unified service management for nine healthcare divisions... and struggled with multiple EMR systems. SysAid automated workflows, integrated EMR management, and improved ticket routing. IT support tickets dropped from 500 to 70, and mean time to resolve fell by 20%. SysAid's analytics reduced costs and improved patient care. Less than 10% of tickets are now low priority.
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SysAid helped North York General Hospital improve IT service management. The hospital faced a tripling of digital devices but no... increase in support staff. SysAid enabled a proactive, customer-focused approach with walk-in support and preventive maintenance. This reduced ticket volume by 23% and saved CA$230,000 each year. Staff gained 6,600 hours annually to focus on patient care.
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SysAid Copilot helped Denova Collaborative Health, Arizona’s largest outpatient behavioral health provider, automate IT support. The AI Agent Builder and... governance features let staff build custom AI agents without coding. Denova saw a 30% drop in repetitive tickets and better ticket trend visibility. SharePoint integration and chatbots guided clinicians, freeing IT from low-value tasks. The platform improved workflow, security, and staff satisfaction across departments.
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SysAid helped Community Health Connections manage IT support for 500 staff with just four technicians. The IT team used SysAid’s... self-service portal, leading to 95% of tickets submitted online. This reduced manual triage and saved two days per month for the help desk. SysAid’s reporting and automation features gave full visibility and improved efficiency. The platform met HIPAA compliance and supported growth across five locations.
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SysAid helped Church Health automate IT service management. Before SysAid, 5 to 10% of service requests were missed due to... manual ticketing. End users created workarounds that made IT support harder. With SysAid, all tickets are now prioritized and routed automatically. The average first response time dropped from 3 hours to 16 minutes in one month. Average ticket closure time improved from 16 hours to 3 hours. Patient data stays secure and HIPAA compliant.
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SysAid helped UofL Health improve IT support and patient care. The self-service portal now handles 5-10% of 15,000 monthly tickets,... reducing IT workload. SysAid's workflow automation and knowledge base cut response times and improved satisfaction. UofL Health saw higher user satisfaction and faster issue resolution. The team aims to resolve 50% of tickets through self-service soon.
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SysAid helped The Stevens Company Limited, a Canadian healthcare distributor, modernize IT service management. The company replaced an outdated ticketing... system after 20+ vendor meetings. SysAid's AI-powered automation and simple interface improved support for 500 employees. User satisfaction rose from 5/10 to 8/10. Technicians gained an extra hour daily for project work. AI auto-categorization reduced manual errors and streamlined workflows.
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SysAid helped Tel-O-Fun, a bicycle sharing service in Tel-Aviv, manage and monitor their bikes and stations. Tel-O-Fun needed a flexible,... budget-friendly ITSM solution for asset management and self-service. SysAid was chosen for its capability, cost-efficiency, and cooperation. The platform allowed Tel-O-Fun to coordinate bike rentals and service locations. Decision makers, IT users, and end users all supported the choice of SysAid.
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SysAid Cloud helped Lanseria International Airport move from on-prem to cloud in under two weeks. The airport doubled the number... of employee requests handled each month. Average time to resolve issues dropped from 25 days to just 2 days, a 92% improvement. Customer satisfaction reached a record high of 5.0. The migration lowered operational costs and improved service management across departments.
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SysAid helped Terminal Internacional del Sur (TISUR) improve IT operations. TISUR used SysAid’s on-premise ITSM solution to automate workflows and... centralize IT management. The IT team now resolves tickets faster for 350 end users. SysAid’s tools reduced manual work and improved support speed. TISUR gained better control, security, and visibility for complex port logistics.
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SysAid Cloud helped Lanseria International Airport lower costs and improve service management. The airport moved from on-prem to the cloud... in under two weeks. Employees and tenants can now open and resolve IT tickets from any device. Monthly employee request volume doubled. Average time to resolve issues dropped by 92%, from 25 days to just 2. The airport achieved a record high 5.0 NPS.
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SysAid AI Agents helped Temco Logistics cut IT ticket volume by 40%. The company used AI Agent Builder and Copilot... to automate password resets and profile updates for frontline drivers and managers. Staff now get instant support through Teams chat, reducing wait times and boosting efficiency. Non-technical admins deploy secure AI agents in minutes. SysAid enabled scalable, compliant IT support for Temco’s fast-growing logistics operations.
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SysAid helped Queen's University improve IT service management. The university needed a more robust and user-friendly ITSM tool. SysAid's automation... and workflow designer made IT processes easier and faster. The IT team ranked SysAid 25% higher than other vendors. Four months after launch, they saved 8 tech hours per week. Automation of contract renewals in the CMDB saved 380 hours per year.
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SysAid helped Georgetown Law improve IT support. The IT team used SysAid Cloud to boost customer satisfaction and speed up... service delivery. They increased first contact resolution rates. The team now has better control over IT assets. SysAid also gave the department more accountability by tracking performance and contributions.
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SysAid helped the University of Limpopo transform its IT service management. The university faced high ticket volumes and slow resolution... times. SysAid's self-service portal and automated workflows cut daily tickets by 60%, from over 50 to 20. Ticket resolution time dropped by 90%, from 48 hours to 5.5 hours. User satisfaction reached 97%. The ICT team saved time, reduced costs by eliminating outsourced call centers, and improved efficiency with real-time updates and data-driven insights.
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SysAid helped the University at Albany's Office of Financial Aid move from chaotic email support to a structured self-service portal. Internal satisfaction scores... jumped from 3–4 to 8.5–9 out of 10, and student scores rose from 3–5 to 7–8. All student requests now go through SysAid, with 100% self-service and full ticket tracking. Response times dropped from weeks to days. The team uses round-robin ticket assignment and a knowledge base for faster, more consistent support.
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SysAid helped the University of Michigan improve IT management. The university faced complex needs and slow workflows with an outdated... asset tracking system. SysAid provided a one-stop shop for IT service, integrating ticketing, asset management, and reporting. Automated ticket creation cut time spent on requests by 54%. Centralized tools and a strong knowledge base made support faster and more effective.
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SysAid helped Haifa Municipality's Education Department improve IT service management. Before SysAid, teachers faced long wait times and poor communication... for IT support. SysAid made it easy to manage service calls across 70 schools and 280 kindergartens. After four months, a survey showed 43.5% of teachers were very satisfied. The IT team now plans to expand SysAid to other city departments.
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SysAid helped the City of Allen digitize its IT service management. The city faced manual processes and slow emergency response.... SysAid's self-service portal and automated workflows replaced manual tasks. IT staff created 84% fewer tickets after the portal launched. City officials now use analytics to track IT work. IT administrators focus on higher value tasks instead of routine work.
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SysAid Copilot helped St. George automate IT workflows and asset management. The city cut new hire onboarding from 3 days... to just 2–4 hours. SysAid’s automation reduced manual work and improved compliance to 95.3% for software patching. Mean time to resolution dropped by 20%. The IT team now manages more tickets with fewer resources and has better visibility for planning and compliance.
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SysAid ITSM helped Grand Traverse County modernize IT service for 95,000 residents. The county replaced manual asset tracking and inconsistent... ticketing with AI-powered workflows and ITIL-compliant processes. Automated asset management saved weeks of labor and improved billing accuracy. First call resolution is expected to rise from 60% to the high 90s. SysAid's reporting tools and responsive support increased trust and user adoption.
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SysAid helped Söhner automate IT processes and centralize asset management. The IT team set up a self-service portal, making it... easy for employees to submit tickets and find answers. 80% of tickets now come through the portal. Asset management is now centralized, giving IT a full view of company assets. Custom reporting tracks ticket volume and resolution times for each department. Söhner improved efficiency and support with SysAid’s automation and customization features.
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SysAid helped Microdrones centralize global IT service management and asset management. Before SysAid, Microdrones had siloed IT support and no... incident or asset management system. With SysAid, they identified outdated assets, improved asset monitoring, and managed servers and workstations worldwide. Asset performance issues dropped, waiting times for upgrades or replacements fell, and end-user satisfaction rose. Microdrones plans to expand SysAid use with a self-service portal and advanced reporting.
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SysAid helped Survitec, a global survival technology leader, replace a complex and costly ITSM system. Survitec needed a platform to... support 3,000+ employees in 96 countries. SysAid delivered fast value with built-in AI, easy rollout, and lower costs. AI translation improved ticket categorization and global engagement. The intuitive interface required less than an hour of training. Survitec saw immediate benefits and strong support from SysAid.
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SysAid Copilot helped DecoLegno save 2-3 hours daily by centralizing ticket management and automating IT tasks. The company unified support... requests from email, Teams, and WhatsApp into one platform. SysAid’s AI resolved over 100 tickets in two months and automated 53% of ticket categorization. 25% of employees adopted SysAid immediately, and 83% of answers used knowledge base articles. The IT team now works more efficiently, focusing on critical issues and improving user satisfaction.
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SysAid helped Scotia Investments automate IT support with AI agents. The two-person IT team now supports over 200 users across... 12 companies. SysAid Copilot and chatbots resolve about 125 tickets per week. Asset management tasks that took hours now take seconds. The platform is easy to use and quick to set up. Automation lets IT focus on bigger projects, not repetitive tasks.
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SysAid helped Cashco Financial streamline IT operations. The company used to handle all IT requests by email, making it hard... to manage and track incidents. SysAid’s self-service portal and AI chatbot now let 70% of tickets be resolved without direct IT help, cutting IT workload by 15%. Automated workflows reduced the hires and terms process from over an hour to under 20 minutes, a 67% time savings. Integration with MS Teams gives real-time ticket updates, improving visibility and user satisfaction.
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SysAid helped Titan Lenders make IT service management easier. The platform was simple to set up and use. Titan Lenders... used the Incident and Request modules and workflow to speed up new employee onboarding. This created a standard process and saved time. The company plans to use more SysAid modules for a full ITIL-based solution. Titan Lenders praised SysAid’s support and partnership approach.
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SysAid helped Centra Credit Union upgrade its digital experience. The IT team used SysAid’s Workflow Designer for codeless customization and... automation. Automation now supports workflows across 10 departments. 50% of IT tickets are created by employees. The team saves 30 hours each week on admin and manual tasks. Employee satisfaction scores reached 4.8 out of 5 due to faster IT support.
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SysAid helped Republic Bank of Ghana cut IT issue resolution times by 90%. Manual ticket management dropped from 2-3 days... to just 2-3 hours for critical problems. The bank automated workflows, improved tracking, and expanded SysAid use from 50 to 100 administrators. SysAid now supports IT, banking operations, and risk management. Employees spend less time on admin tasks and more on important work. The bank plans to expand SysAid to more departments and assets.
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SysAid helped Volksbank Triberg eG manage IT and business processes in a clean and organized way. The bank switched from... GMS Geräte-Management-System to SysAid for its ITIL-aligned workflows, SaaS option, and lower cost. SysAid's incident management, asset management, and reporting features improved efficiency and reduced administration. Email integration and automation made incident resolution faster. The CMDB module lets the bank predict network impacts from changes. Management values the clear monthly reporting and ease of use.
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SysAid helped Latinoamericana Seguros modernize IT support. The company cut ticket resolution times from 5-6 hours to 2 hours or... less. All IT requests now go through SysAid, ending email chaos and lost tickets. The IT team handles 20 tickets a day with full accuracy. SysAid gives complete visibility into IT operations and tracks SLA compliance. Latinoamericana Seguros plans to use SysAid Copilot AI to automate repetitive requests.
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SysAid helped Telesure Investment Holdings transform IT support. The company replaced manual, email-based workflows with SysAid’s ITSM solution. Ticket resolution... times dropped from a week to just 6 hours. SLA compliance reached 95%. Automation saved each IT staff member 3–5 hours daily. Employee engagement increased by 90%. SysAid’s self-service portal and automated workflows improved efficiency, communication, and satisfaction.
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SysAid helped Sava Re Group cut mean time to resolution by 25%. The company used SysAid to centralize IT service... management across 10,000 users in 6 countries. SysAid's dashboards and BI tools improved transparency and trust between IT and business teams. The new interface made help desk operations simpler and boosted team morale. Sava Re unified its IT processes and improved employee satisfaction with SysAid.
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SysAid helped Polar Beverages fix their IT problems. The IT team saved 5 hours every day with automation and better... workflows. Efficiency improved by 40%. The self-service portal saw 4 times more use. SysAid made ticket tracking and asset management easier. Polar Beverages now has faster IT support and happier users.
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SysAid helped ORIOR automate IT workflows using Automate Joe. The company faced issues with lost offboarding requests and slow onboarding... due to a 10% monthly turnover. SysAid automated on- and offboarding, added a self-service portal, and used Workflow Designer for new workflows. IT saved about four hours per onboarding or offboarding. End users got faster service and better communication. ORIOR's IT team saw improved productivity and compliance.
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SysAid for Microsoft Teams helped ActiGraph make IT ticketing easier. ActiGraph wanted to centralize IT requests and improve access for... end-users. SysAid's bot let users open tickets and get updates right in Teams. 80% of tickets now come through Teams. SysAid also met ActiGraph's data security needs. Employees like the simple way to open tickets.
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SysAid for Teams helped ActiGraph centralize IT ticketing, with 80% of tickets now created through Microsoft Teams. Employees can submit,... track, and update tickets easily, improving accessibility and transparency. The solution reduced email-based tickets and manual work, saving time for admins and users. SysAid's certifications ensured data security and compliance for ActiGraph's health-tech needs. The streamlined process led to higher ticket volume, better productivity, and increased employee satisfaction.
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SysAid helped Sintec move from an unsystematic system to a unified enterprise service management platform. Sintec set up a self-service... portal for ticket submission, customized with FAQs and links. They now track performance in commercial support and design teams for the first time. SysAid's automation saves the IT support desk significant time. The platform brings consistency and coordination as Sintec grows its client base.
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SysAid helped Auxis improve IT managed services for clients of all sizes. Auxis faced challenges with multiple service levels, manual... processes, and limited analytics. SysAid provided out-of-the-box ITIL-aligned service management, automation, and real-time analytics. Auxis used SysAid’s customizable portal for faster client adoption and higher satisfaction. Auxis now tracks support costs and billing more easily, and automated HR request routing revealed more automation opportunities.
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SysAid helped Astral cut billboard monitoring time by 66%. Astral used SysAid’s API to connect real-time webcam data, centralizing ticket... management. The team improved communication and reduced downtime, leading to fewer client complaints. Asset management features linked each billboard to issues, speeding up response. Astral’s small team now manages more billboards with less effort, saving money and keeping clients happy.
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SysAid helped Astral cut billboard monitoring time by 66%. Astral used SysAid’s API to connect real-time webcam data, centralizing ticket... management. This made it easier to track and fix issues fast. The team improved client communication and reduced downtime costs. With only five people, Astral now manages more billboards in less time, leading to happier clients and big savings.
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SysAid Spaces helped Tiger Feet organize their IT team and work faster. The platform gave them a clear way to... track tickets, manage assets, and communicate. SysAid's asset management system improved visibility and made it easy to track equipment, even for remote staff. The Ticket Journey feature boosted productivity and team collaboration. Tiger Feet saw a 75% improvement in issue resolution time after using SysAid.
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SysAid Copilot helped CYBEX manage IT support for 1,000 employees across many countries. CYBEX used SysAid's AI-powered Copilot, called iJuergen,... to give 24/7 support and a better knowledge base. This led to a 20% drop in Level 1 ticket volume and an 83% rise in self-service portal use in three months. The AI Copilot resolved 93% of conversations without human help. SysAid's BI Dashboard gave leaders clear IT performance data and helped show real ROI.
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SysAid helped David Lloyd Leisure transform its IT department. Manual processes made it hard to track requests and find root... causes. SysAid's Self-Service Portal automated routing, enabled password resets, and improved reporting. 95% of IT tickets now come through the portal, cutting down calls and emails. Mean time to resolution dropped, and the team gained clear insights into IT issues and trends.
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SysAid Copilot helped Dornan Engineering Limited transform their IT support. The IT team reduced repetitive work and focused on complex... problems. SysAid’s AI Chatbot resolved 65% of 3,500 inquiries in three months, cutting Level 1 tickets. Integration with Microsoft Teams led to a 40% rise in service requests. The self-service portal now handles 70% of tickets, making users more independent and reducing IT workload.
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SysAid helped BDO manage complex managed services for over 600 clients. BDO used SysAid to handle more than 500 tickets... each month through email and a self-service portal. The platform made it easy to track service requests, automate workflows, and keep every client updated. SysAid reduced the time to export and configure data for Power BI from six hours to minutes. BDO gained better insights into root causes, trends, and KPIs, improving service for all clients.
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SysAid helped Mission Health Services move their IT service management to the cloud. The organization faced challenges with limited resources,... budget concerns, and strict data security needs. After migrating, they saved 10-15 minutes on each ticket and reduced mean time to resolve (MTTR) by 10%. Now, 75% of tickets close on the same day, up from just 1/8 before. The cloud solution also improved compliance, cut costs, and made IT operations easier for their team.
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SysAid Copilot helped Simbec-Orion modernize its IT operations. The company replaced outdated systems with a user-friendly platform. Automated workflows cut... agent workload by 30%. The AI Emailbot resolved 70% of email tickets. A new self-service portal led to 80% of tickets being submitted directly by users. The average time to repair dropped by 70%. End-user satisfaction reached 95%. Multilingual support and secure compliance features built trust in a regulated environment.
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SysAid helped The Guardian manage IT services after they insourced their IT support. The Guardian needed a flexible ITSM solution... to keep up with constant change and daily deadlines. SysAid allowed the IT team to customize workflows and labels, making it easier for everyone to understand and use. The IT team supports 1700 employees, 1200 Macs, and 800 PCs with SysAid. The Guardian found SysAid more flexible than other systems they tried.
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SysAid helped MMSD, a leading US water utility, move from manual, siloed IT processes to digital workflows. MMSD used SysAid... to automate incident, service request, change, and problem management. The solution created cross-department transparency and improved staff accountability. Centralizing services boosted business efficiency, reporting, and asset management. MMSD now has real-time insight and better access to performance information.
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SysAid ITSM helped Relay modernize their IT service management. Relay faced slow service request tracking, no inventory control, and delayed... onboarding. SysAid introduced a self-service portal, automated ticket escalations, and real-time asset tracking. Mean time to resolution dropped from nearly 3 weeks to a few hours. Non-English speakers now submit more tickets, and IT analytics support better teamwork. Relay saw time savings and improved communication.
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SysAid helped LAN Airlines manage a growing number of engineering incidents. The company used SysAid for incident management, reporting, and... workflow automation. SysAid's self-service portal and email integration gave 3000 end users more ways to submit requests. The knowledge base let users solve problems without waiting for support. LAN Airlines now responds to seven times more monthly incidents than before. SysAid's support team also provided fast help in the company's native language.
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SysAid Copilot helped Bolton & Menk manage rapid growth and IT complexity. The company grew from 200 to 1,500 employees... and needed to scale IT support fast. SysAid became a central, AI-powered service desk. AI self-service cut ticket volume by 18%. Automation saved 11% in time. User adoption of the ticketing portal reached 82%. The IT team now works smarter and faster, with better support for many locations and tools.
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SysAid helped BBAM, an aircraft leasing company, transform its IT operations. BBAM faced rapid growth and manual service desk processes.... SysAid automated ticketing, workflows, and asset management. Onboarding time dropped from a month to one day. Employee engagement improved with a better knowledge base. BBAM saw faster insights and more efficient IT service management.
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SysAid Copilot helped Isratech Jamaica Limited improve IT support. The AI Chatbot and Emailbot resolved 25% of tickets without human... help in 3 months. The IT team closed 35 tickets in 2 hours after using SysAid Copilot. A new team member increased ticket resolution from 1 ticket in 8 hours to 3 tickets per hour in 3 weeks. SysAid automated ticket categorization and made onboarding faster. The IT team now works more efficiently and responds to users faster.
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SysAid helped Great Plains Tribal Leaders' Health Board improve IT support. The IT team used SysAid's self-service portal, real-time analytics,... and asset management tools. Ticket submissions increased by 200%, reaching over 3,500 in under a year. User adoption hit 75% in the first month and 100% in the second. The IT team gained autonomy, managed assets better, and resolved issues faster.
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SysAid helped VINLEC transform its IT operations. Before SysAid, reporting issues took hours and tickets were often lost. With SysAid,... IT now responds in under 15 minutes and resolves issues 12 times faster. The team handles 2.5 times more tickets each day with the same staff. VINLEC now has full SLA compliance, real-time ticket tracking, and instant analytics reporting. Remote support lets IT fix problems quickly across multiple islands, keeping the electricity grid running smoothly.
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