DecoLegno

DecoLegno’s One-Man IT Team Wins with SysAid Spaces

Customer Profile

DecoLegno is a premium brand specializing in bespoke decorative surface materials. They offer high-quality solutions favored by architects, designers and manufacturers. As they planned their expansion into new markets, DecoLegno needed a way to streamline IT operations and keep their team running smoothly, all while staying focused on delivering the exceptional service they’re known for.

Before SysAid: Chaos and Fragmentation

DecoLegno’s ICT administrator had to deal with fragmented communication across email, Teams, WhatsApp, and desk visits. There was no way to centralize all of this information, so tracking and resolving tickets was next to impossible. Basic project management tools provided some visibility, but there was no true ticket management system. The team was stuck in reactive mode, always putting out fires, with no clear way to analyze recurring problems, or come up with automated resolutions. 

Windows Integration, AI, Centralization: SysAid’s Winning Trifecta

After exploring other options, DecoLegno chose SysAid as their partner. The platform’s generative AI capabilities through SysAid Copilot and its user-friendly design set it apart, while seamless integration with Microsoft products sealed the deal. Its intuitive interface and SysAid Copilot’s advanced features, like Intelligent Ticket Categorization and AI Chatbot, offered the scalability and automation DecoLegno needed to support their expanding business. Most importantly, SysAid provided a solution that simplified day-to-day IT management while empowering their one-man IT team to work smarter.

Centralizing Ticket Management With SysAid’s Service Desk

DecoLegno uses SysAid’s Service Desk to streamline IT operations and bring support requests from multiple channels into one place. With email, Teams, and in-person requests now funneled into one platform, the IT team can efficiently track and resolve issues without losing critical information. SysAid’s Ticket Journey feature provides a complete history of each issue, enabling better analysis of recurring problems and ensuring every step of the resolution process is transparent.

Queue prioritization helps the IT team focus on the most pressing tickets first, reducing downtime for end users. Thanks to these features, DecoLegno has been able to reclaim 2–3 hours per day through better organization and automation. When discussing how his day-to-day workflow has improved, Jeffrey had this to say:

“We started small, focusing on centralizing ticketing and testing AI capabilities. It felt like going from a one-man show to 2-man show with SysAid Copilot”.

And thanks to the ticket journey feature, DecoLegno always has a clear view of all activities relating to each ticket. This gives them a way to identify better ways of handling similar issues in the future, laying the groundwork for continuous improvement. 

AI Capabilities: Smarter Automation and Insights with SysAid Copilot

SysAid’s generative AI capabilities have transformed how DecoLegno manages IT support. By automating repetitive tasks and delivering actionable insights, SysAid Copilot serves as an AI-powered assistant – or as Jeffrey puts it, an extra colleague.

• AI Intelligent Categorization: SysAid Copilot automates the categorization of 53% of tickets, allowing the IT lead to prioritize and address critical issues more effectively.
• AI Case Summarization: SysAid Copilot generates concise summaries for 75% of cases, speeding up the decision-making process and reducing time spent on review.
• AI Emotion Analysis: With an accuracy rate of 79%, the AI Emotion analysis helps the IT lead understand user sentiment and tailor responses for improved communication.
• AI Chatbot for End Users : The AI chatbot feature successfully resolved simple issues, such as account access problems, without human intervention. This provides faster solutions for end users while reducing the IT team’s workload.
  
  

Making the Most of SysAid Spaces

DecoLegno began their SysAid journey by embracing Spaces, our new, intuitive user interface designed to transform IT service management. With AI-driven tools available, real-time data updates, and customizable workflows, Spaces makes it easy to integrate systems like Microsoft 365 and deliver exceptional service.

By leveraging SysAid Spaces, DecoLegno enhanced its IT service management with features such as:

AI Chatbot for Agents: By automating repetitive tasks and providing quick answers, the AI Chatbot saves DecoLegno approximately 2-3 hours daily, significantly reducing the time spent on resolving recurring issues. This has allowed the IT manager to focus on strategic initiatives, while employees benefit from faster resolutions and a smoother workflow, boosting satisfaction across the company.

Bulk Actions: The ability to assign and update multiple tickets simultaneously is a major advantage for DecoLegno’s one-person IT team. This feature enables the company to easily maintain consistent service standards, even as demands increase. 

Inline Editing: Quick changes directly from the ticket queue minimize the need to navigate between screens, saving crucial minutes on each task. For DecoLegno, this has streamlined ticket resolution processes, enabling faster responses and higher productivity for their IT manager.

Real-Time Data Updates: Instant access to the most current ticket information eliminates delays caused by outdated data. This feature ensures that the IT manager at DecoLegno can make informed decisions quickly, improving issue resolution times and reducing downtime for employees.

Custom Views: The ability to personalize the ticket queue allows DecoLegno’s IT manager to prioritize tasks effectively. This has improved ticket resolution times, boosted user satisfaction, and provided better insights for management by showcasing key performance metrics clearly and efficiently.

We asked Jeffrey what stood out about SysAid compared to other solutions he had tried, and he didn’t hold back:

End-User Engagement: SysAid’s AI Is Winning Over Teams

SysAid’s AI capabilities have been key to getting end-users on board and adopting the platform. Currently, 10% of tickets are AI-deflected, showcasing the system’s potential for automation and efficiency.

The initial adoption rate among end users was 15%, reflecting the early stages of a soft rollout. But as they work to integrate SysAid more deeply into daily workflows, and make users more familiar with what it can do, DecoLegno expects to achieve an adoption rate of 80% by the end of 2025.

What’s Next?

DecoLegno is exploring SysAid’s potential to streamline processes beyond IT, with plans to expand its use into HR and Finance. 

In HR, the focus is on the onboarding process, allowing equipment requests, account setups, and task assignments to be managed in a single platform. This would ensure a smoother experience for new hires and better coordination between HR and IT. 

For Finance, DecoLegno is leveraging SysAid’s asset management capabilities to track equipment costs and replacement schedules, with plans to integrate SysAid data into Power BI. This integration will enable the finance team to generate detailed analytics for budgeting and cost analysis.

SysAid’s scalability has also positioned DecoLegno for growth. With plans to expand operations to Belgium, SysAid’s analytics and ticket tracking allow Jeffrey to monitor IT activities across multiple locations, providing valuable insights for management. Jeffrey shared how SysAid’s analytics have become indispensable as DecoLegno prepares for expansion:

Conclusion

DecoLegno’s experience shows how the right IT solution can make a big difference, even for a small team. By bringing all their ticketing into one place, and using generative AI to lighten the load, SysAid has become an essential part of their day-to-day operations. Now, issues get resolved faster, employees stay informed, and DecoLegno is set up for smooth growth. With plans to expand SysAid’s use into other departments and explore more automation, the future looks even brighter for their IT processes.