Success Stories- Transforming IT Solutions Across Diverse Sectors
Leading African Law Firm
Who:
A leading full-service law firm on the African continent with over 150 years of experience, with offices in Cape Town and Sandton, Johannesburg.
What:
The firm was using a leading service management solution hosted by a third party and shared with several other organizations. This setup imposed limitations on their IT operations, including lack of control over software, the user interface (UI), and processes. They had no visibility into configuration and setup, were limited to basic workflows, and had inadequate support and professional services.
Result:
The firm now benefits from a modern, cloud-based service management solution hosted by the vendor, ensuring optimal performance, minimal disruption, and maximum uptime. The dedicated instance gives the firm full control over UI configurations, workflows, and processes. This has enabled them to drive the direction, scale, and pace of their internal maturity, resulting in greater operational efficiency and strategic IT control.
Top South African University
Who:
A prominent South African tertiary educational institution.
What:
The institution had been using a service management solution that reached its end of life. They sought a replacement that not only supported IT service management but also leveraged the latest technology to expand and improve their service delivery.
Result:
A successful professional service engagement led to the delivery of a modern, web-based solution equipped to manage the ITIL processes they currently handle, with the capability to mature their service offerings. Working closely with stakeholders, the solution was delivered on time and met the institution’s specifications. After only a few weeks of use, the institution recognized its potential and is eager to leverage the system’s extensive features to bring more IT and business processes into the platform. Service delivery has become more predictable and measurable, significantly improving the employee experience.
South African Fuel Service Provider
Who:
A leading South African service provider for fuel pumps and forecourt control, supplying products and services to all major oil brands across South Africa.
What:
The organization faced continuous system outages and poor performance, which disrupted critical services and resulted in loss of income, diminished client confidence, and reduced employee productivity. Multiple fixes were attempted, but the Neurons for ITSM system was outdated and unstable. Over a weekend, 11 system versions were upgraded to ensure the system was ready for use by Monday morning. While some issues surfaced due to the significant version leap, these were addressed in the following days.
Result:
The organization now enjoys a stable environment with great performance. The number of priority 1 issues has drastically decreased, and common issues related to third-party system integrations have significantly reduced. These improvements have contributed to higher employee productivity, reduced financial losses, and enhanced client sentiment.
Prominent South African Retailer
Who:
A prominent retail pharmaceutical group in South Africa, with multiple related brands, a comprehensive distribution network, and hundreds of retail stores across the country.
What:
The retailer faced continuous system outages and performance issues, affecting critical services and leading to losses in income, employee productivity, and overall experience. Over time, due to multiple vendors, varying administrative approaches, and lack of clear standards, the system became difficult to manage and maintain. Working in collaboration with the retailer, we identified and remedied several contributing factors and applied best practices to ensure future-proof solutions.
Result:
he retailer now enjoys a stable environment with improved performance. Priority 1 issues have drastically decreased, allowing them to shift focus to maturing their processes, scaling the solution, and enhancing offerings to their employees.