Results
65% Resolution Rate
SysAid’s AI Chatbot handled 3,500 inquiries within the first three months of deployment, with a resolution rate of 65%, significantly reducing the number of Level 1 tickets.
40% Increase in Service Requests via Teams
Integration with Microsoft Teams led to a 40% uptick in service requests, giving employees an accessible, mobile-friendly option to log IT issues.
70% Ticket Submissions via Self-Service Portal
The self-service portal accounted for 70% of all tickets, reflecting a shift toward user independence and better workload management.
Highlights
CHALLENGES
- Employees relied on informal channels like Teams messages and emails, so issues went undocumented.
- There was no centralized way to handle routine inquiries or track the status of tickets.
- IT staff lacked tools to prioritize and monitor their workload.
SOLUTIONS
- SysAid Copilot encouraged users to log tickets properly, effectively handling repetitive questions.
- Integration with Microsoft Teams made it easier for employees to access ticket updates and log issues on the go.
- Customizable workflows and real-time analytics empowered the team to allocate resources better.
Dornan – A Turner Company
Dornan is based in Cork, Ireland, with offices in Dublin, London and mainland Europe. Dornan Engineering is a leader in engineering services with a workforce of 600 spread across various sites. Their six-member IT helpdesk was struggling with informal support methods and a reactive approach to solving problems. SysAid has brought structure, efficiency, and a friendly helping hand to transform their IT operations.
SysAid Copilot: Redefining IT Support
SysAid Copilot has been a transformative addition to Dornan Engineering’s IT ecosystem. Rolled out in July after three months of preparation, Copilot seamlessly integrated with Dornan’s knowledge base and started delivering results quickly. In just three months, it handled 3,500 inquiries with an impressive 65% resolution rate.
“The setup was smoother than expected as they had a well-established knowledge base ready to integrate with the chatbot” said Chris Long, Senior IT Desktop Support Engineer. “Once we activated it, the AI Chatbot immediately began providing accurate answers.”
Reducing Routine Workload
SysAid Copilot became the go-to for handling repetitive and simple questions, like resetting passwords or finding office supplies. Employees felt comfortable engaging with the chatbot, knowing it could provide accurate, reliable answers. This freed up the IT team to focus on more complex challenges and significantly reduced the number of Level 1 tickets.
Satisfied Users
Many employees expressed gratitude for the chatbot’s quick and reliable responses, with some even thanking it personally. By handling basic queries, such as password resets or printer setup instructions, the chatbot removed the stigma of asking simple questions that may have been embarrassing to ask a “real” person, creating a more inclusive and supportive environment. This shift encouraged more employees to engage with the IT support system, further reducing the workload on IT staff.
SysAid Self-Service Portal Takes Care of Low-Hanging Fruit
SysAid’s self-service portal transformed how employees interacted with IT support. The portal allowed users to log tickets independently, track their progress, and find answers to common questions, all without needing to contact the helpdesk directly. As a result, 70% of all tickets now come through the portal, reducing the workload on IT staff and empowering users to solve issues on their own.
Admin Features: Putting IT in Control
SysAid’s admin tools gave the IT team the ability to adjust workflows, update ticket categories, and monitor analytics in real time. This flexibility meant the team could make changes on the fly, keeping processes aligned with evolving needs. With full control over their IT service management platform, Dornan’s IT staff could work more efficiently and effectively.
Easy Integration with Microsoft Teams
SysAid Copilot’s integration with Microsoft Teams made accessing IT support easier than ever. Employees could log tickets directly through Teams, whether on-site or using the mobile app. Service requests through Teams jumped by 40%, showing how much users appreciated the convenience.
“Having SysAid in Teams has helped everyone,” Chris shared. This integration also delivered ticket updates right within the flow of work, cutting down on email clutter and making the process more transparent and user-friendly.
Customizable Workflows Lead to Smarter Resource Allocation
SysAid’s customizable workflows and real-time analytics allowed the IT team to prioritize tickets effectively and allocate resources where they were needed most. By having a clear view of ticket volume, task statuses, and efficiency metrics, the team shifted from a reactive approach to proactive problem-solving, ensuring no issue was overlooked.
Looking Ahead: Expanding SysAid’s Role at Dornan Engineering
Looking forward, Dornan Engineering plans to deepen their partnership with SysAid by continuing to enhance IT processes and user experiences. They aim to increase adoption of SysAid Copilot by promoting its features through internal campaigns and reminders, ensuring even more employees turn to the chatbot for quick resolutions.
“We’re actively promoting SysAid Copilot’s features through newsletters and our intranet to make sure employees remember to use it” Chris explained. “The goal is to drive stickiness and ensure even more basic queries are resolved through the chatbot.”
The IT team is also exploring how to expand SysAid Copilot’s AI capabilities to tackle more advanced workflows, further reducing manual effort.
PRODUCTS USED
SysAid Copilot, Microsoft Teams Integration, Workflow Automation
CUSTOMER DETAILS
Customer
Dornan Engineering Limited
Headquarters
Ireland
Industry
Engineering Services
Employees
500-1,000
RELATED CASE STUDIES
Begin Your Story
