Simbec-Orion

Background

Simbec-Orion, a global contract research organization, reached a breaking point with its outdated IT system. Years of relying on an on-premises setup had left their team overwhelmed—over 2,000 open tickets, no audit logs, and no structured KPIs or SLAs to guide their work. The system was clunky, inconsistent, and far from user-friendly. IT teams struggled under chaotic workflows, and end users lost trust in the system—and in IT itself.

The sheer volume of service requests just kept climbing and admins were often tied up with repetitive tasks, limiting their ability to focus on strategic projects. “With users spread across the globe working different hours, managing the demand was getting more and more complex”, shared Garan Thomas, Senior Desktop Support Engineer at Simbec-Orion.

Determined to turn things around, Garan initiated a plan to revamp the IT structure, with ITIL 4 compliance at its core, followed by taking service delivery further by adopting generative AI.

The SysAid Approach

After careful consideration, Simbec-Orion chose SysAid as their IT solution. The platform stood out for its ITIL compliance, cloud-based scalability, and ability to customize features to fit the company’s needs. A rebranded system was launched with new features including an intuitive self-service portal, simplified workflows, and a real-time analytics dashboard called “Mission Control.”

The team then implemented SysAid Copilot intending to reduce ticket volume, freeing up admins’ time to focus on impactful work and striking a better balance between user support and IT projects.

The Results

The implementation of SysAid led to significant improvements across IT operations. “First contact resolution rates have completely gone down, and it’s great to see that request and close times are now measured in minutes, not days,” Garan shared.

• 70% Faster Repairs
  Streamlined workflows reduced the average time to repair, minimizing downtime for users.
• 80% Self-Service Usage
  A new portal encouraged users to log tickets independently, preventing missed requests and easing IT workloads.
• 30% Reduction in Agent Workload
  Automation relieved agents of repetitive tasks, allowing them to focus on higher-priority issues.
• 95% End-User Satisfaction
• Across 10,000 tickets, the satisfaction scores consistently ranked between 4 and 5 (out of 5).

Gen AI as an Ally

SysAid Copilot empowered both the IT team and end users, allowing IT staff to focus on more complex, escalated tickets and important IT projects.

End users know they can ask anything without judgment, and the AI Chatbot responds thoughtfully. SysAid Copilot’s ability to interpret emotions and reframe requests into professional service tickets enhances its value. SysAid Copilot also changed how employees interact with IT, especially for those who prefer solving issues independently. “They get satisfaction from resolving their own problems without feeling like they’re bothering anyone,” Garan shared. 

Employees can ask questions in the AI chatbot in their native language without translation delays. With employees scattered globally, including in Australia, New Zealand, America, and France, SysAid Copilot has bridged the gap caused by time zone and language differences. “Francois in Paris can write a full ticket in his native language, and it comes through to us in English,” Garan explained, “we were blown away by how seamlessly it handled this.” 

Building Trust with SysAid Copilot 

Building trust with SysAid Copilot in a highly regulated environment, like clinical research, was a challenge for Garan and his team. He explained, “One of the reasons we couldn’t directly adopt just basic ChatGPT was the heavy regulations we face.” SysAid Copilot’s secure, closed cloud environment, with a dedicated data pool and monitoring capabilities, ensures full control and builds confidence, earning trust from end users as well as compliance and regulatory teams. Closed cloud environment with just your data pool, we’re able to understand how everything will be handled was the key to ensuring all our data is safe and secure.

Expanding SysAid’s Role

Seeing the benefits, Simbec-Orion extended SysAid beyond its IT department to other areas, including HR, supplier management, and building maintenance. Tailored workflows ensured each function got the support it needed:

• Customized E-Learning Requests
  Education requests were streamlined with templates and unique SLAs.
• Simplified HR Processes
  By integrating email with SysAid, HR teams could generate tickets without needing direct system access.
• Centralized Building Management
  Building issues were tracked in one place, improving response times and ensuring reliability.

“We kept pushing for more improvements. With SysAid, we could adapt the system for different needs,” Garan explained.

Conclusion

Simbec-Orion’s IT transformation shows how practical, user-focused changes can drive meaningful progress. With SysAid, they’ve not only improved their operations but also embraced generative AI to streamline workflows, enhance user satisfaction, and reduce workloads. This strategic adoption of AI has positioned them as leaders in innovation while establishing a solid foundation for future growth.

The company has made impressive progress in terms of user satisfaction, faster resolutions, and overall productivity. Thanks to SysAid’s flexibility and ongoing innovation, Simbec-Orion continues to find ways to improve the way IT works within their organization, freeing time and resources for their mission of better clinical research and outcomes.