Case Study

A Managed Service Provider Integrating AI into Daily Operations

Office Solutions IT is an established IT service provider in Australia. We've been supporting SMEs since 1996 with practical and reliable technology services. As artificial intelligence became an increasingly significant area of innovation, our team began evaluating whether it would deliver meaningful business value if implemented into our internal systems.

Rather than relying on assumptions, we chose to assess AI within a live business environment. Our objective was to understand AI's practical impact when integrated with real systems, data, and day-to-day operations.

Rather than relying on assumptions, OSIT chose to assess AI within a live business environment. The objective was to understand AI's practical impact when integrated with real systems, data, and day-to-day operations.

Business Objectives

• Integrate AI into everyday business operations
• Connect AI securely to OSIT’s systems
• Establish AI governance and policy 
• Improve team efficiency

Executive Summary

Connecting AI to internal systems and data transformed how we operate

As the pace of technological change accelerated, we identified an opportunity to implement a centralised AI tool to support our teams in day-to-day work. Our leadership and AI team focused on integrating AI appropriately within the organisation by establishing the necessary governance framework and tracking its impact on operational performance.

The AI Launchpad project proved successful and has since become part of our ongoing operations. Post-implementation, AI reduced the time we needed for repetitive administrative work by 80%, helped us identify recurring issues, and enabled our non-technical team members to resolve technical tasks more effectively.

The Challenges

Getting the team to use the AI well, consistently, and securely

Adopting new technology often presents cultural and operational challenges. For us, success depended not only on implementation but also on ensuring AI was used consistently, effectively, and securely across the business.

Once our team got comfortable with AI, the next question was simple: what results could it actually deliver in the real world?

Because we operate according to detailed and specific business rules, the AI tool we selected needed to understand the context behind each query. This was essential to ensure its responses reflected how we actually work, rather than relying solely on general knowledge.

As AI became integrated with our internal systems, security and data governance also became critical requirements. We needed to implement the necessary controls to protect the confidentiality and integrity of our business data.

The Solution

Connecting AI to real data and systems with strong governance

We selected Claude as our official AI tool. Once it was properly connected to our internal data, the quality and relevance of its responses improved significantly, which created immediate value across our business.

In one case, a team member with no software development experience built a custom recruitment application over a single weekend. Since then, it has saved us $30,000 a year in software renewal costs and hundreds of hours by automating key parts of recruitment, including resume review.

And to ensure AI could be used safely and reliably each day, we also established a clear governance framework. This helped protect both client and company data while supporting wider adoption across our organisation.

With the right foundations in place, AI usage expanded throughout our teams naturally through practical, hands-on application.

The Results

Improved operational efficiency across the business

Following implementation, our managers began using the tool for administrative tasks that would typically require days or even weeks to complete. Activities such as auditing licences, cross-referencing tickets and accounts, preparing tender responses, and reviewing data could now be completed within hours.

The result was a measurable improvement in operational efficiency across our organisation, from Directors and Partners through to Engineers and Specialists.

We've now integrated AI into our day-to-day management and operations. And if you're looking to implement a similar structured approach to implementing AI within your systems (with the right governance around it), you can browse through our AI Launchpad program. 

Want to see where your Aussie SME stands with AI? Take this 5-minute AI readiness assessment to get started!