Case Study: David Lloyd improves IT service delivery with SysAid

David Lloyd cuts IT tickets by 95% with SysAid

David Lloyd Leisure, a health and fitness club operator, faced cumbersome manual IT processes that prevented timely issue resolution and accurate reporting. Their challenge was exacerbated by the COVID-19 pandemic, which required a rapid digital escalation and made policing third-party vendor service levels difficult. To address this, they turned to the vendor SysAid for its IT service management solution.

SysAid implemented a Self-Service Portal with automatic routing, a knowledge base, and a password reset tool. This solution dramatically reduced end-user calls and emails, with 95% of tickets coming through the portal. Mean time to repair (MTTR) decreased, service improved during lockdowns, and the company gained clear insights into IT issues and vendor SLA adherence. SysAid's workflow capabilities were also successfully applied to the Human Resources department's onboarding process.

David Lloyd