Case Study: Professional Provident Society (South Africa) achieves 98% SLA adherence and faster ticket resolution with Freshservice

PPS embraces digital transformation to add business value with Freshservice

PPS (Professional Provident Society) is South Africa’s mutual financial services provider for graduate professionals, serving over 200,000 members. The IT team faced an outdated on‑premise service desk (Microsoft SCSM) that lacked cloud capability, reporting, visibility and self‑service, caused manual escalations and backlogs, and prevented them from meeting SLA targets.

PPS implemented Freshservice, onboarding 150 agents in under two hours and gaining cloud‑based ITIL alignment, advanced reporting, a consolidated knowledge base and collaboration features. The result: gamified workflows improved productivity, Level 1 response times dropped to 3–30 minutes, Level 2 to 6 hours, PPS now closes ~2,000 tickets per month and meets 98% of SLAs, with plans to scale Freshservice, deploy mobile and AI self‑service to further deflect Level 1 tickets.

Professional Provident Society is South Africa

Sonja Visagie

Head of Service Delivery