Case Study: South African National Blood Service achieves 62% annual cost savings with SMART Service Desk

South African National Blood Service (SANBS) successfully implements SMART Service Desk IT Service Management Solution

The South African National Blood Service (SANBS), a provider of essential blood services, sought to replace its inefficient HEAT ITSM tool. They required a more user-friendly and advanced service desk solution to support their diverse, multi-departmental processes and 2500+ staff across South Africa. SANBS selected the SMART Service Desk IT Service Management solution to address these challenges.

The implementation of SMART Service Desk provided SANBS with a highly configurable platform for multiple service departments, leading to significant improvements. The solution delivered a 62% annual cost saving, along with reduced call volumes, improved service level targets, and faster response times. The vendor, SMART Service Desk, successfully enhanced automation and user satisfaction through the new system.

South African National Blood Service

Amit Singh

Senior Manager - Service Delivery