Case Study: Isratech Jamaica Limited achieves faster, AI-powered IT support with SysAid

From Chaos to Efficiency The SysAid Copilot Transformation

Isratech Jamaica Limited, an IT team led by André, was struggling with fragmented support requests coming in through phone calls, walk-ins, WhatsApp, and email, which led to slow response times and frequent interruptions. To improve service delivery and onboarding, the company turned to SysAid Copilot to centralize support and help users resolve common issues more efficiently.

SysAid implemented AI-powered self-service, chatbot support, ticket categorization, and case summarization to streamline operations. The results were significant: 25% of tickets were resolved without human intervention, 35 tickets were closed in 2 hours, and a new agent’s productivity improved from 1 ticket in 8 hours to 3 tickets per hour in just 3 weeks.

Isratech Jamaica Limited

Andre Gayle

IT Manager