Cashco Financial

Before SysAid: A Small IT Team Stretched to the Limit

Boon Han Ong is the driving force behind Cashco Financial’s IT operations. As the sole helpdesk lead, Boon used to handle 95% of tickets single-handedly, managing everything from troubleshooting tech hiccups to streamlining company-wide processes. With over 110 tickets a month on his plate, Boon needed a more efficient way to handle this workload. Eager to streamline Cashco Financial’s IT, he investigated solutions that could replace email as the primary channel for IT management, and modernize the whole system through automation.

Self-Service Portal: Empowering a Busy Workforce

Through SysAid’s Self-Service Portal, Cashco employees can now resolve issues on their own. From submitting tickets to getting quick answers in the FAQs, the portal has transformed how the team interacts with IT. 70% of requests now pass through this channel, so the helpdesk lead can focus on high-priority tasks, knowing the portal is helping users tackle the basics.

Answering Questions Before They’re Even Asked With SysAid Copilot AI Chatbot

When users need quick solutions (like resetting a password), they can get the job done quickly and easily with SysAid Copilot’s AI Chatbot. By tapping into uploaded user guides, the AI Chatbot delivers instant fixes to repetitive issues, saving precious time for the helpdesk and for users themselves. For Boon, the AI Chatbot is a lifeline, taking care of common requests so he can focus on more complex challenges. Plans to integrate it into MS Teams will take this innovation even further, creating a seamless self-help experience.

Service Desk Automation: Efficiency Redefined

Before SysAid, managing processes like hires and terms was a time-consuming maze of documents and manual tasks. Today, that’s all gone. SysAid’s service desk automation has cut the process time from over an hour to just 20 minutes, thanks to customizable forms that the team can tailor to the company’s needs. Automation has lifted a heavy burden off the help desk lead’s shoulders, allowing him to spend less time on repetitive tasks and more time driving meaningful results.

BI Analytics: Turning Data Into Decisions

Every week, SysAid’s BI Analytics paints a vivid picture of Cashco Financial’s IT performance through detailed KPI reports that act as a roadmap for improvement. The IT team can dig into these reports to assess ticket resolution times, and spot trends in the way users are interacting with the system. They can also nip inefficiencies in the bud before they get worse. For management, the reports offer transparency and accountability, ensuring IT stays aligned with the company’s goals. 

MS Teams Integration: Bringing IT Where You Work

For a team inundated with 60-70 emails daily, staying on top of IT ticket updates used to feel impossible. SysAid’s integration with MS Teams changed that. By delivering real-time updates directly in the app where employees already collaborate, the IT team ensured visibility like never before. No more overlooked emails or missed statuses: users now stay informed, and IT feels like a true partner in their workflow. It’s seamless, it’s smart, and it’s saving time for everyone.

Boon’s users usually barely notice email updates, but when ticket updates pop into Microsoft Teams, SysAid has found the perfect way to get their attention.

Every Detail Remembered: Notes & Activities Acts as an IT Memory Bank

SysAid’s Notes and Activity feature has made it easy for Cascho to track every ticket’s journey in detail, so no issue falls through the cracks. This has achieved more than just detailed record-keeping and audit trails – it has increased user trust. Whenever a user asks about a pending ticket, the IT team can provide accurate answers, even where a colleague has had to step in to help. It’s like having an IT diary that remembers everything, so nothing gets lost.

Looking Forward

Cashco Financial plans to expand its use of SysAid’s AI capabilities, focusing on:

• Enhanced Automation: Introducing video screen recording features to help staff better understand each ticket.
• Increased Self-Service Adoption: Demonstrating Chatbot capabilities to encourage broader use across the organization.
• Closer DevOps Integration: Streamlining bug fixes and tickets for the software development team.
• Extending Service Management: Exploring SysAid’s potential to support other departments like HR and Facilities in the future.

Conclusion

By empowering users, streamlining workflows, and providing real-time visibility, SysAid has allowed a one-person helpdesk to deliver exceptional support. With plans to leverage even more advanced features like AI and expanded automation, Cashco is poised to continue driving efficiency and enhancing user satisfaction, ensuring their IT services remain as innovative as their financial solutions.