Case Study: Republic Bank of Ghana achieves 90% faster resolution times with SysAid

SysAid Cuts Resolution Times by 90% Reducing Manual Ticket Management from 2-3 Days to Just 2-3 Hours for Critical Issues at Republic Bank of Ghana

Republic Bank of Ghana, a major financial institution in Ghana with 39 branches, was struggling with inefficient IT request handling before SysAid. Using in-house software and email-based communication led to delays, missed tickets, and limited visibility, which frustrated employees and affected service quality.

SysAid implemented automated ticket routing, escalation, and customizable workflows to streamline operations across the bank. The results were significant: critical issue resolution times dropped from 2–3 days to just 2–3 hours, SysAid adoption doubled from 50 to 100 administrators, and the bank reported a 90% reduction in resolution times along with better transparency, control, and productivity.

Republic Bank of Ghana

Sandra Gyan-Mante

Information and Communication Technology