Case Study: David Lloyd Leisure achieves 95% self-service ticketing and streamlined IT operations with SysAid

David Lloyd Leisure - Customer Case Study

David Lloyd Leisure is Europe’s leading wellbeing, sport and leisure group with 122 clubs, more than 660,000 members and roughly 9,500 employees. Its IT team struggled with manual, spreadsheet-driven processes, limited visibility into vendor SLAs, and a sudden need to scale online services during the COVID-19 lockdowns.

SysAid delivered a Self-Service Portal, automated routing and escalation, knowledge-base access, vendor-specific reporting and HR onboarding workflows. As a result 95% of tickets now come through the portal, calls and emails dropped sharply, mean time to resolution improved through the pandemic, and IT gained clear, actionable insights into root causes and SLA performance for better vendor management.

David Lloyd Leisure

Abdul Nsubuga

IT Systems Support Manager