We Ditched Email Support for IT Service Management—and Never Looked Back

In the early days of running a business, handling IT support through email often feels like the easiest solution. However, as client demands grow and your team expands, email quickly becomes a bottleneck that slows down operations and reduces efficiency.

At Avion Technology, based in Schaumburg, Illinois, we experienced this challenge firsthand. Email support led to delays, miscommunication, and lost productivity. To overcome these issues, we transitioned to a structured, integrated IT Service Management (ITSM) approach—leveraging custom-built web and mobile solutions alongside internal automation, all aligned with our digital expertise. Since then, we’ve never looked back.

The Problem with Email Support
Many growing businesses across Chicago and the Midwest still rely heavily on email for their tech support needs. Here’s what we encountered using email-based support:
• Support tickets lost in crowded inboxes
• No way to track ticket priority, status, or resolution time
• Duplicate requests causing confusion
• Lack of visibility into support team performance
• No automation to manage common workflows

This reactive system simply couldn’t scale with our growth. As a result, our response times slowed, and customer satisfaction suffered.

Our Shift to Smarter Support

At Avion Technology, we help clients build custom software and automated workflows every day. So, we applied the same expertise internally to create a centralized IT support system based on IT Service Management principles.

We developed a unified support workflow featuring:
• Custom web applications for logging and tracking tickets
• Mobile apps for seamless team communication and approvals
• Workflow automation to handle routing, escalations, and service-level agreements (SLAs)
• Data dashboards for real-time visibility and performance analytics

How We Did It Using Avion’s Core Services
Our transition from email to ITSM was not about purchasing off-the-shelf software. Instead, we leveraged our own service offerings to build a smarter, integrated solution tailored to our needs:

• Custom Web Development: We built a dedicated web portal for employees and clients to submit and track IT requests, complete with unique IDs, categories, and priority levels.
• Mobile App Development: Our support team can respond on the go, receiving push notifications and accessing tickets anytime via mobile devices.
• Workflow Automation: Automated ticket escalations, reminders, and status updates ensure no critical issue falls through the cracks.
• Cloud Integration: Our ITSM system connects with CRM, project management tools, and documentation platforms for smooth, centralized operations accessible from anywhere.

All of these services are part of what we offer our clients, showcasing our hands-on expertise.
The Results? Game-Changing

Since ditching email support in favor of IT Service Management powered by our custom solutions, we’ve seen:
• 50% improvement in response times
• Increased ticket resolution accuracy
• 70% reduction in missed or delayed responses
• Higher employee and client satisfaction
Our internal team is more efficient, our clients are happier, and we have created a replicable model that other businesses can adopt.

Ready to Build a Custom ITSM System for Your Business?
Whether you’re a startup in Schaumburg, a mid-sized company in Chicago, or a larger enterprise with distributed teams, Avion Technology can help you develop a scalable, custom IT support platform featuring:

• Web and mobile app development
• [User-friendly mobile interfaces](https://www.linkedin.com/feed/update/urn:li:activity:7328381173498310657)
• Workflow automation and integration
• Cloud-based solutions for accessibility

We don’t believe in one-size-fits-all software. Instead, we tailor solutions around your unique workflows, backed by our U.S.-based development expertise.

Related Avion Technology Services You Can Leverage
• Custom Software Development
• Digital Transformation
• Salesforce Development
• Oracle Fusion Cloud
Let’s Build Your ITSM System—the Smart Way

Are you still relying on cluttered inboxes and missed emails to manage support requests?

It’s time to upgrade. We’ll help you design a custom ITSM system tailored to your workflows, featuring automation, performance tracking, and mobile access—just like we did for ourselves.

Schedule a free consultation today.

Frequently Asked Questions

1. Does Avion Technology offer off-the-shelf helpdesk tools?
   No. We specialize in custom web and app-based ITSM systems tailored specifically to your business operations.

2. Can Avion integrate IT support systems with our CRM or ERP?
   Absolutely. We can integrate your support platform with Salesforce, Oracle Fusion Cloud, or your existing enterprise tools.

3. Do you work with businesses outside Illinois?
   Yes. While based in Schaumburg, IL, we serve clients throughout the Midwest and nationwide.

4. What size companies benefit most from custom ITSM systems?
   Our solutions suit startups, mid-sized companies, and growing enterprises that have outgrown email or basic ticketing tools.

5. How long does a project like this take?
   Most projects launch within 4 to 8 weeks, depending on complexity. We provide end-to-end support from planning to post-launch.