Case Study: Relay Resources achieves rapid ticket resolution—from 20 days to hours—with SysAid

Enabling People to Do Their Best Work with SysAid

Relay Resources is a Portland-based nonprofit that employs about 800 people—many with disabilities and speaking roughly 27 primary languages—to provide training and work in areas like landscaping, janitorial services, and supply chain. Their IT service was ad hoc and manual (email, phone, paper), which led to chaotic onboarding/offboarding, no reliable asset tracking, insecure devices and data, long support delays (mean time to resolution ~20 days), and extra complexity from remote worksites and language barriers.

Relay implemented SysAid with a tailored rollout for employees with diverse needs: a self-service portal, automated ticket categorization and escalations, centralized asset management, and remote-access support. As a result, 25% of tickets now come through the portal, MTTR dropped from about 20 days to a few hours, onboarding/offboarding and inventory tracking improved, non‑English speakers can get better field support, and the organization is expanding SysAid into other departments.

Relay Resources

Tiffany Mueller

Vice President, Marketing & Communications