Highlights
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Cumbersome manual processes for handling requests and issues made it impossible to get timely, accurate information or identify root causes.
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Third-party tech support vendors were policing themselves regarding service level adherence
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The COVID-19 pandemic made a rapid escalation of online offerings and a reconsideration of marketing strategies imperative
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Set up SyAid’s Self-Service Portal for authorization-dependent views, automatic routing, knowledge base access, and a self-serve password reset option
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Produced accurate and robust reporting on IT workload and service level adherence, including vendor-specific SLAs
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Applied workflow design capabilities to the Human Resources department’s onboarding process, with HR-specific self serve categories
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95% of IT tickets came through the Self-Service Portal, a dramatic reduction in end-user calls, walk-ups, and emails
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MTTR trended downward, with faster and more efficient service for end users even during the extremely challenging year of COVID-19 lockdowns
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Got clear insights into IT issues, root causes, and trends, in-house or with a vendor, as well as alerts regarding SLA outliers
“SysAid came in at a huge turning point for David Lloyd’s digital transformation strategy”
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