Case Study: DecoLegno achieves faster IT support and higher end-user adoption with SysAid

Scaling Smart DecoLegno Saves 2-3 Hours Daily with SysAid Copilot

DecoLegno, a premium brand of bespoke decorative surface materials, needed a way to streamline IT operations as it expanded into new markets. Its one-person IT team was overwhelmed by fragmented support requests coming through email, Teams, WhatsApp, and in-person visits, making ticket tracking and issue resolution difficult. DecoLegno chose SysAid, using SysAid Spaces and SysAid Copilot to centralize service management and add AI-powered support.

With SysAid, DecoLegno consolidated ticketing into one service desk, gained full ticket history and prioritization, and automated repetitive tasks with AI features like intelligent categorization, case summarization, and chatbot support. The results included 25% immediate end-user adoption, 83% of answers based on knowledge base articles, and 100+ tickets AI-contained in just two months, while saving the IT team 2–3 hours per day and improving response speed and productivity.

DecoLegno

Jeffrey Klein

ICT Administrator