Great Plains Tribal Leaders’ Health Board

Background

At the heart of Rapid City, SD, the Great Plains Tribal Leaders’ Health Board’s (GPTLHB) Oyate Health Center shines as a hub of culturally rooted care and community wellness for Native Americans. The center offers an array of essential services, including primary care, behavioral health, dental, and more. But their IT system was no longer able to support their vision. The interface was clunky and confusing, leaving users unsure of how (or even why) to log tickets. Instead, they turned to in-person visits, emails, or messages, creating a reactive culture where the IT team scrambled to address issues without proper documentation, prioritization, or analytics. Tracking equipment was another headache, with no centralized way to manage assets, leading to delays and inefficiencies.

SysAid Self-Service & Admin Portals Take the Effort Out of IT Support

The SysAid Self-Service Portal completely transformed how employees at GPTLHB submitted IT tickets. With a clean design and intuitive interface with minimal screens, the portal made it easy for everyone – even those less familiar with IT – to log their requests without needing in-person help. 

Adoption skyrocketed as a result, with 75% of the organization’s 500 users actively using the portal within the first month and 100% by the second. Ticket submissions also surged, giving the IT team the data they needed to prioritize and resolve issues effectively.

Through SysAid’s Admin Portal, the IT team gained the ability to tweak and fine-tune their workflows on the fly. Whether it was adjusting forms, creating new ticket categories, or making real-time changes, the team no longer had to rely on external vendors. During implementation, the SysAid support team worked side by side with them, creating a smooth, collaborative onboarding experience. This newfound control made the IT team more agile and efficient, enabling them to respond to changing needs quickly and keep everything running like clockwork.

SysAid Copilot: an Always-On Teammate

“Like having an extra teammate that’s always on call” – that’s how Taylor described the impact of SysAid Copilot. The chatbot took over the handling of routine tickets, automatically providing instant responses to common requests. By analyzing data and streamlining workflows, SysAid Copilot allowed the IT staff to focus on more complex issues while the simpler ones resolved themselves. This reduced the IT team’s workload and sped up resolution times, making the department more productive and efficient than ever.

Spaces: IT Command Center

SysAid’s new UI, Spaces, brought real-time updates and a level of transparency the IT team had never experienced before. With live ticket analytics and a bird’s-eye view of the workflow, they could prioritize requests, allocate resources effectively, and keep everything moving smoothly. It helped them shift from reactive problem-solving to proactive planning. The IT team was able to “divide and conquer,” ensuring no ticket was overlooked while improving response times and overall team coordination.

Taking the Hassle Out of Hardware Tracking With Asset Management

Keeping track of laptops, desktops, and other IT equipment used to be a headache. With SysAid’s Asset Management tool, the team could finally track everything in one place. This made managing inventory, scheduling maintenance, and keeping resources up-to-date so much easier. Better visibility into assets reduced downtime and ensured the team was always one step ahead of employees’ needs.