Case Study: Söhner achieves streamlined IT operations and 80% self-service adoption with SysAid

Packing Efficiency and Customization into a Digital Transformation Journey

Söhner Innovative Packaging Solutions, a leading European supplier of returnable industrial packaging with offices across Europe, faced a very manual IT support setup: users emailed or called issues, the IT team had no incident-tracking system, and asset and license records were maintained in disparate Excel files. This patchwork approach made tracking, prioritizing and reporting on IT work difficult across the factory, offices and field locations.

Söhner implemented SysAid to centralize incident and request management, asset and license tracking, project management and a knowledge base, adding automation, custom workflows and a self-service portal (including an F11 screenshot/video capture feature). The result: 80% of tickets now come through self-service, 120 knowledge articles created in 10 months, automatic escalation after 24 hours to protect SLAs, clearer asset visibility, faster multi-department workflows and measurable IT performance improvements.

Söhner

Maximilian Haag

Systems Administrator