Case Study: RELAY cuts resolution time from weeks to hours with SysAid

RELAY cuts MTTR from nearly 3 weeks to a few hours with SysAid

The customer, a company named Relay, faced significant challenges with its IT service management. Their process for tracking service requests relied on hard copies, and they had no real inventory control system. This led to new employees not receiving necessary assets or credentials on time, which in turn caused end users to create their own unsecured workarounds. To address this, Relay turned to the vendor SysAid for a solution.

SysAid implemented its IT service management solution, which included a self-service portal that was adapted based on real-time user feedback. They automated ticket escalations based on time and hierarchy and introduced automated, real-time tracking of all assets through a centralized dashboard. As a result, SysAid helped Relay reduce its mean time to resolution from nearly three weeks to just a few hours. The solution also increased ticket submissions from non-English speakers and provided analytics that improved cross-departmental collaboration.

RELAY