Highlights
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Create and maintain records of support requests from various departments, across multiple channels.
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Track all software licenses efficiently and centrally.
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Manage all the company’s IT assets from a single application.
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Set-up SysAid’s self-service portal for end users to request services, find information, and submit incidents.
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Created a knowledge base to help end users get answers for common IT issues.
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Leveraged SysAid’s automation features to customize tickets and workflows to specifically address priority-one issues (affecting specialized machinery and manufacturing equipment).
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80% of tickets are submitted through the SysAid self-service portal.
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With asset management natively built into the service desk, IT has a comprehensive view of the status of Söhner assets at all times.
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IT team uses SysAid’s reporting tools to measure their own performance, with customized data on how many tickets each department submitted and the time it took to resolve them.
SysAid taught me how good a well-designed ITSM system could be.
