Case Study: SPL (Saudi Post) achieves digital transformation and service automation with IFS assyst

SPL Realizes Digital Transformation with assyst

SPL, the Kingdom of Saudi Arabia’s public postal corporation, faced limitations with its in‑house service management tool—poor functionality, weak reporting, inadequate incident tracking and no automation—while aiming for a digital transformation aligned with Saudi Vision 2030. SPL selected IFS assyst for its configurable on‑premise solution, Arabic interface, flexible licensing and local EMEA support to professionalize service management across the organization.

IFS assyst was implemented on‑premise in four months (re‑branded internally as “Amer”) and integrated ITOM and SAM to improve asset tracking and monitoring. Today assyst supports over 600 enterprise services, is used by 200+ IT staff to manage ~400 events per day, and its Arabic self‑service portal reaches 13,000 employees across 530 service points—resulting in a significant drop in incoming phone calls, faster incident resolution, full visibility of priorities and an automated, data‑driven service management environment.

SPL

Saleh Alanazi

Assistant Technical Support Director