Highlights
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Ticketing was manual and time-consuming, creating a lot of pressure on the IT team.
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The service management system was cumbersome and had no way to share the status of open tickets.
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The company embarked on a strategy to become more digitally friendly across the organization and more employee-centric in-house.
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SysAid’s Workflow Designer made it easy for IT to meet dynamic needs, with codeless customization, automations, and drag-and-drop visual flowcharts supporting workflows.
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Automation capabilities orchestrate workflows across as many as 10 different departments, with custom routing, escalation, due date reminders, and more.
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SysAid’s enterprise service management (ESM) capabilities were adapted to support the Contact Center, the Digital Experience department and Business Analytics; Marketing and Compliance is next.
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50% of all IT tickets are created independently by employees.
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30 hours saved each week on administration, routine phone calls, follow-ups, manual ticket creation, and triaging.
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4.8 out of 5 in employee satisfaction scores thanks to faster, more efficient IT service, support and issue resolution.
“SysAid enables us to go above and beyond in supporting our Team Members – and we’ve only just gotten started.”
