Case Study: CYBEX achieves 20% lower ticket volume with SysAid

A Global IT Overhaul How CYBEX Found Its Solution in SysAid

CYBEX, a global baby gear and parenting products company with 1,000 employees across multiple countries and time zones, struggled to keep up with rising IT support needs. Its team had trouble helping employees find information quickly, and ticket volumes were becoming difficult to manage, so CYBEX turned to SysAid and its AI-powered virtual IT assistant, “iJuergen,” along with SysAid’s self-service tools.

SysAid implemented a tailored knowledge base, SysAid Copilot, a Self-Service Portal, and BI dashboards to improve around-the-clock support and make information easier to access. The results included a 93% AI-contained resolution rate, an 83% increase in self-service portal usage in three months, and an expected 20% reduction in ticket volume, while SysAid also gave CYBEX better visibility into performance and ROI.

Cybex

Narasmhan Tulsi Raghavan

Service Delivery Lead