Qsys AB is an IT provider based in Jönköping with additional offices in Gothenburg and Malmö. Founded in 2004, the company offers everything from user support and server infrastructure to wireless networks and cloud services.
With an organisation in active growth and a clear goal of consolidating its market position, Qsys sought a partner who could offer more than individual products – a partner who understands the whole.
The challenge
Qsys faced several challenges at once. Monitoring and management of customer IT environments took place without a unified tool, which created gaps in visibility and increased the risk of problems going undetected.
Resource planning and the handling of contracts and invoicing were time-consuming and error-prone. Documentation was inconsistent, and security work lacked the rigour required to meet customer demands. At the same time, Qsys saw a clear opportunity to use AI and automation to raise delivery quality.
The solution
MSP Nordics took a holistic approach to Qsys' IT delivery and designed a joint strategy addressing every identified challenge as one coherent piece of work.
Monitoring and management of customer environments was structured to provide full control and real-time visibility. Planning and invoicing processes were streamlined to free up time and reduce the risk of errors. Documentation was built on a structure with clear ownership that keeps information current, and security work was given a proactive, consistent approach covering the entire delivery chain.
AI was integrated as natural support in the technicians' daily work, with analysis and automated actions that raise quality and reduce response times.
The results
- 38% shorter time from incoming ticket to resolution
- More than 120 users and technicians working in the same platform
- 32% higher automation rate in recurring workflows
- 18 new SLA and reporting workflows established
Qsys now has an IT delivery that is considerably more structured and competitive. Visibility into customer environments has increased, internal processes have been streamlined, and the security level meets the requirements set by customers and regulation.
Areas of expertise
Automation · Documentation · Monitoring and management · Planning and business systems · Security · AI
