Case Study: Sava Re achieves 25% MTTR reduction and simpler help desk operations with SysAid

25% Faster Resolutions for Sava Re Supporting 10,000 Users Across 6 Countries with SysAid

Sava Re, a large Slovenian insurance group operating across 14 companies, 100+ markets, multiple languages, and over 10,000 users, was struggling with disconnected users, overwhelmed IT teams, and a lack of visibility into ticket statuses and service performance. Before adopting SysAid, the company relied on an internally developed ticketing application that made help desk operations inefficient and limited leadership’s ability to make data-driven decisions.

SysAid implemented core ITSM tools, including SLA tracking, ticket management, BI analytics, and SysAid Spaces, to improve transparency, simplify queues, and provide actionable reporting. As a result, Sava Re reduced MTTR by 25%, rebuilt trust with users through clearer dashboards, unified teams across countries, and improved employee satisfaction by freeing IT staff from constant firefighting.

Sava Re

Matjaž Straisar

Executive Director of Information