Case Study: Söhner achieves centralized, automated IT service management with SysAid

Söhner resolves 80% of tickets through self-service with SysAid

Söhner, a European supplier of industrial packaging solutions, faced significant IT management challenges. Their IT department lacked a system to track support requests from various departments across multiple channels, managed assets using manually updated Excel files, and had no efficient way to track software licenses. To address this, they implemented SysAid's on-premise ITSM solution.

Using SysAid, Söhner automated processes and set up a self-service portal, which now handles 80% of all tickets. They centralized asset management, gaining a comprehensive view of all IT assets, and used SysAid's customization features to create tailored workflows for high-priority issues. The solution provided valuable reporting tools for measuring performance and ensured service level agreements were met through automated ticket escalation.

Söhner