Results
18% Reduction in Ticket Volume via AI Self-Service
SysAid Copilot deflects routine issues and repetitive questions, allowing the support team to focus on higher-value tasks.
11% Time Saved Through Automation
Faster communication and resolution times lead to fewer client complaints and better relationships. By implementing workflows and knowledge base-driven support, Bolton & Menk has streamlined internal operations and accelerated resolutions.
82% User Adoption of Ticketing Portal
Once resistant, end users are now embracing structured support thanks to better onboarding and intuitive self-service tools.
Highlights
CHALLENGES
- Decentralized team and fragmented knowledge across 40+ locations
- Resistance from veteran staff to adopt ticketing
- Thousands of software tools and versioning complexities
- Lack of AI data quality in early rollouts
SOLUTIONS
- SysAid’s centralized ticketing with remote support and structured workflows
- Self-service portal integrated into the intranet and persistent internal advocacy
- Knowledge base articles help standardize guidance and reduce redundant work
- Focused KB curation has dramatically improved AI output reliability
Customer Profile
Bolton & Menk is a full-service infrastructure firm headquartered in Minnesota, specializing in civil engineering, landscape architecture, and community planning. With over 1,500 employees and nearly 40 locations, their IT needs are as diverse as the communities they serve. As Director of IT, Leonard Fields has overseen this transformation firsthand, scaling the IT team from 5 to 30 and introducing technologies like drones, Lidar, and now AI.
From Underused Tool to Strategic Asset
Before Lenard’s team took ownership, SysAid was little more than a ticket logger, and even that was underutilized.
“People would rather walk up and ask questions than submit tickets.”
Today, that’s changed. Thanks to leadership support and a dedicated SysAid task force, including internal champions, usage has skyrocketed and support is now centralized, traceable, and data-driven.
Creating a Self-Service Culture
SysAid’s self-service portal, now a standard part of new hire onboarding, lives front-and-center on Bolton & Menk’s internal intranet. It’s helped shift the culture from hallway conversations to structured ticketing. And it’s working.
“Now the attitude is, ‘This is great—stuff is actually getting done!’”
That change didn’t happen overnight. The IT team reinforced the shift with knowledge base articles tied to employee KPIs, ensuring institutional knowledge is codified and searchable, especially valuable across dozens of dispersed offices.
Driving Smart AI Adoption with SysAid Copilot
Bolton & Menk started the SysAid Copilot journey, though full rollout is still in early phases, the AI assistant is proving its value:
- Handles repetitive questions and surfaces knowledge base articles in real-time
- Provides outage and known issue messaging during incidents
- Reduces volume of unnecessary level 1 tickets
They’ve also avoided the common pitfall of overpromising. Instead of launching with a splash, the team chose a phased rollout, prioritizing stability and trust.
Preparing for the Future
With office expansions, new office openings, company acquisitions, and hundreds of new hires annually—including seasonal interns—Bolton & Menk’s IT infrastructure is always in motion. SysAid Copilot and its overall AI-powered support capabilities will be key to managing that momentum without burning out staff.
They’re also experimenting with change request automation and planning for future integration with AI agents and advanced dashboards.
PRODUCTS USED
SysAid Copilot, AI Agents
CUSTOMER DETAILS
Customer
Bolton & Menk
Headquarters
Minnesota, United States of America
Industry
Engineering
Employees
1,500 – 2,000
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