Case Study: Dornan Engineering Limited achieves greater IT efficiency and self-service support with SysAid

Support That Clicks SysAid’s Integration Powers Efficiency at Dornan Engineering

Dornan Engineering Limited, an engineering services company with a six-person IT helpdesk, struggled with informal support channels, undocumented issues, and a reactive workload. Using SysAid’s IT service management tools, including SysAid Copilot, Microsoft Teams integration, and workflow automation, the team aimed to centralize requests and reduce repetitive support tasks.

SysAid implemented an AI chatbot, self-service portal, and Teams-based ticketing to streamline support and improve visibility for IT staff. In three months, SysAid Copilot handled 3,500 inquiries with a 65% resolution rate, Teams-based service requests rose 40%, and 70% of tickets were submitted through the self-service portal, freeing the IT team to focus on more complex work and improving user satisfaction.

Dornan Engineering Limited

Chris Long

Senior IT Desktop Support Engineer