Case Study: HSBC Africa achieves operational efficiency with Heat Software HEAT Service & Support

HSBC Africa’s IT Department achieves operational efficiency with Service & Support

HSBC Africa, based in Johannesburg/Sandton, is a regional banking hub (~300 employees) whose IT team (17+) struggled with a manual incident process captured in Excel. This made accurate SLA tracking, remote branch support, timely reporting and accountability difficult, produced lost or mis‑statused tickets, and left no self‑service option for users.

HSBC implemented FrontRange HEAT Service & Support (Help Desk) with incident, self‑service and SLA management modules to automate ITSM and business monitoring. The result was accurate, measurable reporting and improved SLA compliance, faster error‑free processing, stronger change management, more efficient resource allocation (allowing one fewer IT headcount), reduced costs and higher customer satisfaction with IT seen as a business enabler.

HSBC Africa

Graham Reid

Manager: IT Infrastructure and Procurement