In the early stages of running a business, handling support through email may seem like the simplest route. But as client demands increase and your team expands, email becomes a bottleneck that hinders effective IT Service Management.
At Avion Technology, based in Schaumburg, Illinois, we realized this firsthand.
Email support was slowing us down, causing delays, miscommunication, and lost productivity. So, we transitioned to a structured, integrated IT Service Management (ITSM) approach—using custom-built web and mobile solutions and internal automation aligned with our digital expertise.
And we’ve never looked back.
The Problem with Email Support
Many growing businesses in Chicago and the Midwest still rely on email for tech support. But here’s what we experienced:
- Tickets were lost in crowded inboxes
- No tracking for priority, status, or resolution time
- Duplication of requests
- No visibility into support performance
- No automation for common workflows
This reactive system simply couldn’t scale with our growth. As a result, our response times lagged, and customer satisfaction dipped.
Our Shift to Smarter Support
At Avion Technology, we already help clients build custom software and automated workflows across industries. So we used the same expertise internally to create our own streamlined IT support system.
We built a centralized support workflow using:
- Custom web applications for ticket logging and tracking
- Mobile apps for team communication and approvals
- Workflow automation to manage routing, escalation, and SLAs
- Data dashboards for real-time visibility and performance analytics
How We Did It Using Avion’s Core Services
Our switch from email to ITSM wasn’t about buying an off-the-shelf product. It was about applying our own service offerings in a smarter, more integrated way.
Here’s how we used Avion Technology’s own strengths:
1. Custom Web Development
We designed a web portal for employees and clients to submit and track IT requests with unique IDs, categories, and priorities.
2. Mobile App Development
Our support team can now respond on the go, with push notifications and easy access to open tickets via a mobile interface.
3. Workflow Automation
We automated escalations, reminders, and updates so that critical tickets never fall through the cracks.
4. Cloud Integration
We connected this system to our CRM, project tools, and documentation to ensure seamless operations—accessible from anywhere.
All of these align with what we deliver for clients every day.
The Results? Game-Changing.
Since making the switch from email to ITSM using our custom systems:
- Response time improved by 50%
- Ticket resolution accuracy increased
- Missed or delayed responses dropped by 70%
- Employee and client satisfaction rose significantly
Our internal team is more productive. Our clients are happier. And we’ve created a replicable model for other businesses.
Want to Build a Custom IT Service Management System for Your Business?
Whether you’re a mid-sized company in Chicago, a startup in Schaumburg, or an enterprise with distributed teams, we can help you build a scalable, custom support platform using:
- Web & App Development
- Mobile Interface Design
- Automation & Integration
- Cloud-Based Solutions
We don’t believe in one-size-fits-all software. We design solutions around your unique support workflows, powered by our U.S.-based development expertise.
Related Avion 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?
Let’s change that.
We’ll help you design a custom support system tailored to your workflow, with 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 to your operations, not generic plug-and-play software.
2. Can Avion integrate IT support systems with our CRM or ERP?
Absolutely. Our team can integrate your support system with platforms like Salesforce, Oracle Fusion Cloud, or your existing tools.
3. Do you work with businesses outside Illinois?
Yes, while we’re based in Schaumburg, IL, we work with clients across the Midwest and nationwide.
4. What size companies benefit most from custom ITSM systems?
Our solutions are ideal for startups, mid-sized businesses, and growing enterprises who have outgrown email and basic ticketing tools.
5. How long does a project like this take?
Most systems can be launched within 4 to 8 weeks, depending on complexity. We handle everything from planning to post-launch support.
