Case Study: Telesure Investment Holdings achieves 95% SLA compliance and saves 3–5 hours daily with SysAid

95% SLA Compliance and 3+ Hours Saved Daily: How Telesure Transformed IT Support with SysAid

Telesure Investment Holdings, one of South Africa’s largest insurance groups, struggled to keep its IT support running smoothly for 4,500 employees and more than 5 million clients. Manual, email-based processes caused delays, poor communication, and slow resolution times, with even minor issues sometimes taking up to a week to fix. Telesure turned to SysAid to modernize its IT service management.

SysAid implemented a self-service portal, automated workflows, and structured ticket management to replace inbox-driven processes. The result was 95% SLA compliance, 3–5 hours saved daily per employee, and a 90% increase in engagement, while employees gained real-time visibility into request status and the IT team improved prioritization, collaboration, and service delivery.

Telesure Investment Holdings

Tshepo Manyelo

Third-party Application Support Specialist