Case Study: Cashco Financial achieves faster IT service delivery with SysAid

How SysAid Streamlined Cashco Financial’s IT Operations

Cashco Financial, which supports underbanked Canadians across Alberta to Ontario, needed a better way to manage a growing IT workload with a very small team. As the sole helpdesk lead, Boon Han Ong was handling most support tickets manually, relying on email and time-consuming processes for requests, hires, terminations, and user follow-up. Cashco turned to SysAid and its service management platform to modernize IT operations.

SysAid implemented a self-service portal, Copilot AI chatbot, service desk automation, BI Analytics, and MS Teams integration to streamline support and improve visibility. The results were significant: 70% of tickets are now resolved through self-service, process time for hires and terms dropped from over an hour to 20 minutes, and employees receive real-time updates in Microsoft Teams instead of crowded inboxes. With SysAid, Cashco cut IT process time by 67% and freed its helpdesk lead to focus on higher-value work.

Cashco

Boon Han Ong

Helpdesk Lead