Republic Bank of Ghana

Customer Profile

Republic Bank of Ghana is a prominent financial institution operating within the country’s banking sector. As part of Republic Financial Holdings, based in Trinidad and Tobago, the bank offers a wide range of financial services, including loans, credits, and mortgages. With 39 branches and a workforce of  more than 1,000 Republic Bank of Ghana plays a crucial role in supporting the financial well-being of its customers. 

Challenges Before SysAid

Prior to implementing SysAid, Republic Bank of Ghana relied on in-house software and email-based communication to manage IT requests. This approach often resulted in inefficiencies, delays, missed tickets and a lack of transparency. These challenges not only frustrated employees but also negatively impacted customer service, highlighting the need for a more reliable and efficient IT management solution.

SysAid Entered the Scene

In response to these challenges, Republic Bank of Ghana made the strategic decision to implement SysAid four years ago. This move marked a significant transformation in how the bank handled its internal IT operations. SysAid automated key processes such as ticket routing and escalation, previously requiring manual oversight and a dedicated IT agent. This shift enabled the creation of transparent and streamlined workflows. SysAid’s value quickly became apparent. Initially adopted by 50 administrators, its benefits were so impressive that it’s now used by 100 administrators across the bank, expanding beyond the IT help desk.

To gain a deeper understanding of the impact of SysAid, we spoke with Sandra Gyan-Mante, Information and Communication Technology (ICT) Officer at Republic Bank of Ghana. She shared valuable insights into the benefits that SysAid has brought to the organization.

Dramatically Reduced Resolution Times with SysAid

Sandra Gyan-Mante emphasized the importance of customization in SysAid. She explained that being able to tailor the platform to meet the bank’s specific operational needs has been instrumental in its success. The automation capabilities of SysAid have drastically reduced manual ticket management, resulting in a significant reduction in resolution times, from 2-3 days to just 2-3 hours for critical issues. Additionally, the integration with platforms like Teams ensures that staff members stay informed with real-time notifications.  

Beyond IT, Republic Bank of Ghana’s, Centralized Back Office team has also expanded the use of SysAid to manage backend banking operations and is currently engaging the Administration department to include non-IT assets, such as furniture. The Operational Risks Team uses SysAid for approval workflows as well. SysAid’s advanced tracking features have significantly improved the bank’s ability to manage resources, providing greater transparency, visibility, and control over their assets.

Positive Outcomes

Since adopting SysAid, Republic Bank of Ghana has witnessed a dramatic improvement in efficiency and responsiveness. Critical issues that once took several days to resolve can now be addressed within a few hours. This has enabled employees to spend less time on administrative tasks and focus more on high-impact work, enhancing overall productivity within the organization. Moreover it’s now easier to track the work output of officers who have their tasks routed through SysAid.

Future Aspirations

Republic Bank of Ghana plans to maximize SysAid’s potential by expanding its use in the future. The bank is moving towards a more digitized, automated service model, with SysAid playing a central role in this transformation. While not currently employing generative AI, the bank is actively exploring opportunities to deploy SysAid Copilot, our generative- AI solution, integrated into SysAid’s ITSM platform. Additionally, they aim to expand SysAid’s reach to more departments and enhance asset management to encompass all organizational assets. This includes plans to manage non-IT assets and deploy SysAid in HR and facilities. With SysAid as a core part of its digital infrastructure, Republic Bank of Ghana is well-positioned to meet future challenges, deliver high-quality services, and maintain a competitive edge in the financial sector.