Case Study: University of Limpopo achieves 97% user satisfaction and faster IT resolution with SysAid

97% Satisfaction, 60% Fewer Tickets The University of Limpopo’s Digital Transformation

The University of Limpopo, a large South African university supporting more than 1,800 staff and a sizeable student community, needed to improve IT service delivery for a growing user base. Its ICT team was overwhelmed by repetitive support requests handled mostly by phone and email, and it needed a more efficient way to manage tickets, changes, and user support. SysAid was brought in to help modernize the university’s IT operations.

SysAid implemented a self-service portal, tutorials, automated workflows, and Change Management to streamline support and improve transparency. The results included 60% fewer tickets per day, 90% faster ticket resolution time, and a 97% user satisfaction rate, while also reducing manual work and eliminating outsourced call center costs.

University of Limpopo

Corus Mabulwana

Deputy Director of User Support Services