Case Study: Ahfad University for Women cuts complaints by 35% with OTRS

The Ahfad University for Women provides professional IT support to staff members via OTRS

Ahfad University for Women, a private women’s university in Sudan, needed better internal IT support after introducing a new integrated application system created a surge of staff requests. Its overloaded IT department faced slow response times, system failures, and many unanswered inquiries. OTRS provided the university with an IT service management solution built on ITIL v3 to help streamline support and improve service delivery.

OTRS implemented an easy-to-use, integrated ITSM solution with reporting, multi-language support, and third-party system integration, allowing AUW to support not only IT but also other departments like facilities management. As a result, complaint rates dropped to 35% within two months, resolution times improved, and staff workload was reduced thanks to the more efficient service management provided by OTRS.

Ahfad University for Women

Hozifa Hussein

Data Center Manager