CYBEX

Background

CYBEX is a global company specializing in baby gear and parenting products, with operations in multiple countries. As the company’s Global IT Service Delivery Lead, Narasimhan Tulsi Raghavan leads the team that supports their 1000 employees. As the company grew, providing IT support became increasingly complex. Employees had trouble finding the information they needed, and IT teams struggled to keep up with ticket volumes. CYBEX turned to SysAid for a solution that could enable them to provide consistent support around the clock.

SysAid Copilot: An AI-Powered Virtual Colleague

Managing IT support across multiple countries and various time zones is a complex task, especially when employees need help outside standard hours. SysAid Copilot (rebranded as “iJuergen at CYBEX”) has made all the difference, providing 24/7 support, and resolving 93% of conversations without the need for human intervention. By unifying data from past service records, documentation, and SharePoint, iJuergen simplifies knowledge access and reduces the frustration of searching through lengthy documents. With iJuergen taking the lead on Level 1 tickets, CYBEX is already on track to reduce ticket handling by 20%, giving IT teams the bandwidth to focus on more complex challenges.

Self-Service Portal: Empowering Employees to Help Themselves

Through SysAid’s Self-Service Portal (SSP), CYBEX employees can quickly find answers and resolve common issues on their own. Users saw the value of the portal right from the start, with an 83% increase in self-service usage in just three months. The portal’s ease of use and accessibility have made it the go-to resource for employees, reducing dependency on IT teams and speeding up problem resolution. It’s a simple change that’s made a big impact on efficiency and employee satisfaction.

SysAid’s BI Dashboard Turns Data into Actionable Insights

SysAid’s BI Dashboard has been instrumental for CYBEX. By consolidating IT performance metrics, user engagement stats, and support quality data, the dashboard provides leadership with a clear view of what’s working and what isn’t. This transparency has helped validate ROI and provided an objective basis for ongoing efficiency improvements. With data on-hand, CYBEX can demonstrate tangible impacts, such as reduced ticket volumes and faster resolution times, while planning for future optimizations.

What’s Next: Expanding SysAid’s Impact Across CYBEX

Building on the impact of SysAid’s solutions in IT, CYBEXis planning to expand these tools into other departments, like HR and Facilities. The goal is to create a true one-stop solution for internal queries, where employees can find answers to everything from leave policies to facility requests. The IT team is also excited about SysAid’s strong investment in Agentic AI in 2025, which promises to enhance self-service capabilities even further by automating routine transactions and reducing service requests.