Case Study: Titan ICT achieves 99.2% SLA compliance and instant response times with SAP Sales Cloud

Using Integrated Cloud CRM for Service Ticketing That Improves Customer Experiences

Titan ICT Pty Ltd., a Perth-based provider of ICT consulting and systems-integration services for government and large enterprise customers, faced fragmented service systems that hindered incident capture, SLA compliance, and cross-team collaboration. The company wanted a cloud CRM to integrate service data, automate operations, and reduce on-premises infrastructure costs.

Working with INK IT Solutions, Titan ICT deployed a preconfigured SAP Service Cloud package—including a custom week-long trial—and completed a 3.5-week remote implementation. The cloud integration delivered real-time incident capture, cut response times from 3–4 hours to instant, achieved 99.2% of new tickets within SLA thresholds, eliminated infrastructure costs, and enabled rapid nationwide rollouts.

Titan ICT

Sadeesh Dissanayake

Service Portfolio Manager