Limpopo

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

Nestled in South Africa’s rural heartland, the University of Limpopo supports over 1,800 staff and a large student body (over 24,00 individuals). With SysAid, the ICT team has been able to deliver a world-class service to their growing user base, speeding up the university’s digital transformation and building a strong, modern IT foundation that will propel them into the future. By streamlining processes and enhancing support, SysAid has empowered the university to meet the evolving needs of its community with confidence and efficiency. 

About Limpopo

The University of Limpopo is a beacon of opportunity for its predominantly South African student body, many from historically disadvantaged communities. The institution is committed to providing world-class education, with its ICT team playing a vital role in ensuring smooth operations behind the scenes. As Corus Mabulwana, Deputy Director of User Support Services, explained: “Our mission is to ensure that staff have the support they need to excel in their roles. From academic to administrative staff, it’s our job to make their day-to-day work smooth and productive.”

“Every Ticket Tells a Story”: SysAid Self-Service Portal Cuts Ticket Volumes by 60%

It would be hard to overestimate the impact that SysAid’s self-service portal has had on the university’s IT operations. Before implementing it, the IT team handled around 50 tickets daily. Most of these were for repetitive issues, and all of them came through phone calls or emails.

Now, the ticket volume has dropped to around 20, with a growing share of users resolving their own challenges directly through the portal. When they do log tickets, users get to see the progress of their request all the way to resolution. By allowing users to interact directly with the technicians assigned to their cases, SysAid has bridged the gap between IT and the university community, fostering trust and satisfaction.

“The self-service portal empowers users to resolve their issues. It’s made life easier for everyone,” Corus noted. “Every ticket now tells the story of the issue from start to finish,” he added. 

Spotlight on Self-Service and Tutorials

Corus and his team have also built a library of tutorials within the self-service portal, to make it a one-stop shop for handling the bulk of IT-related queries without the need for escalation. These tutorials range from resetting passwords to configuring APNs for mobile broadband. The library offers both text and video formats that break down even the most complex tasks into simple, actionable steps for users of every level of technical know-how.

SysAid’s flexibility has been instrumental in this success. University of Limpopo customized the portal to match their unique requirements, ensuring it feels intuitive and user-centric. They’ve even made the portal dynamic by continuously updating it with new tutorials in response to emerging challenges, so it’s always relevant and up to date.

As a result, the ICT team has seen a dramatic reduction in incoming tickets, enabling them to shift focus to more strategic initiatives. By embracing SysAid’s adaptability, Limpopo University has created a self-service ecosystem that serves users and support staff alike.

Efficiency Gains: Time and Costs Saved

Lower ticket volumes and quicker resolution times were just the beginning. The university’s ICT team has taken big strides forward in terms of efficiency and cost management. Technicians have reclaimed hours of time each day, and the university has 

• Time Savings: Automated workflows cut hours of manual work for technicians.
• Streamlined Communication: Real-time updates keep users informed, reducing unnecessary follow-ups.
• Cost Savings: Eliminated outsourced call center costs by consolidating processes with SysAid.

Smooth, Transparent Change Management

The university has also used SysAid to improve change management processes. In the past, changes across various IT systems were often untracked and uncoordinated, leading to unexpected disruptions. For example, network updates or system changes would occur without adequate communication or oversight, leaving the ICT team unaware until users began reporting issues.

With SysAid’s Change Management module, every modification now goes through a formal process. Changes are logged, reviewed, and approved in advance, preventing miscommunication and enabling smooth, accountable transitions. From network specialists to service desk staff, everyone has visibility into planned changes. As Corus explained” “No single change can actually occur without proper engagement. It has really changed the way we do things and improved our total work efficiency.”

Boosting Employee Satisfaction

Before SysAid, technicians faced unmanageable workloads, with high daily ticket volumes and no streamlined escalation process. Now, workloads are evenly distributed, with most technicians handling fewer than 10 tickets a day.

“SysAid has completely changed how we manage IT. Tickets are routed automatically, resolutions are quicker, and our team feels more empowered,” noted Corus. The transparency and efficiency provided by SysAid mean happier technicians and better outcomes for end users.

Future Plans with SysAid

The University of Limpopo continues to modernize its IT infrastructure, and its partnership with SysAid is set to be a cornerstone of this strategy. A key initiative on the horizon is transitioning to SysAid’s cloud-based platform. This move will unlock access to AI tools like the SysAid Chatbot and expand capabilities for automation and reporting. This will build on the existing self-service success, enabling the ICT team to focus even more on complex and strategic tasks.

There are also plans to expand the university’s use of SysAid’s asset management capabilities. This feature will give the ICT team better oversight of hardware and software assets, allowing for proactive maintenance. This aligns with their broader goal of becoming a more data-driven IT operation, where trends and insights guide decisions to improve efficiency and service delivery.

Reflecting on the journey so far, the team at Limpopo University is confident that SysAid will continue to play a pivotal role in its digital transformation.