Results
MTTR Reduction by 25%
SysAid’s timers enabled a 25% reduction in Mean Time to Resolution, optimizing workflows, identifying bottlenecks, and empowering IT teams to resolve issues faster.
SImpler Help Desk Operations
Transformed help desk workflows with centralized dashboards, boosting efficiency, simplifying processes, and earning enthusiastic buy-in from IT teams across multiple regions.
Trust, Restored
SysAid’s BI tools fostered trust by replacing assumptions with clear insights, aligning user perceptions with reality, and strengthening IT’s relationship with business stakeholders.
Highlights
CHALLENGES
- Sava Re’s decentralized IT structure led to inefficiencies in managing services across multiple countries, languages, and branches, creating gaps in service consistency.
- IT teams struggled to track and resolve issues efficiently, with delays often misinterpreted by users as poor service.
- Smaller branches lacked the resources to implement robust IT solutions, while larger ones needed tools that scaled to their complexity.
- Without a dedicated patch management solution, ensuring security and compliance across the organization was challenging.
SOLUTIONS
- SysAid introduced a centralized ITSM platform, enabling uniform service management while supporting decentralized operations for smaller branches.
- SysAid’s new UI, Spaces, enhances help desk workflows with an intuitive queue, boosting team efficiency and cutting resolution times by 25%.
- SysAid’s BI delivered actionable insights, bridging the gap between user perceptions and performance reality with transparent, data-driven reports.
- SysAid’s patch management capabilities enhanced system security, laying the groundwork for a fully integrated ITSM environment.
Customer Profile
Sava Re is a powerhouse in the Slovenian insurance sector. The group provides everything from primary insurance and reinsurance to asset management and retirement planning. Operating in over 100 markets worldwide, Sava Re partners with more than 450 clients to deliver forward-thinking, reliable solutions tailored to their needs, setting the standard for excellence in the industry.
Complexity Across 14 Companies: Orchestrating Connections and Solutions
Sava Re isn’t just big – it’s diverse. The company covers multiple countries, five languages, and over 10,000 users. IT services were struggling to keep up with user needs, and frustrations mounted:
- Users felt disconnected. Without visibility into ticket statuses, small delays snowballed into feelings of being overlooked or ignored.
- Teams were overwhelmed. Managing requests without a unified ITSM platform was inefficient, and morale dipped under the weight of constant firefighting. Prior to SysAid, an internally developed application was used to support tickets.
- Leadership didn’t have the data to make smart decisions. Matjaž and his team knew that inefficient IT risked breaking trust with customers and partners.
The Solution: SysAid Transforms More Than IT
Core ITSM Tools: Building Trust Through Data
SysAid’s SLA tracking, timers, and ticket management finally made IT transparent:
- Teams could identify bottlenecks and learn from past delays.
- Leadership had the data to address user concerns with confidence, replacing emotional perceptions with factual clarity.
- Users saw the difference, rebuilding trust in IT services.
“Providing a dashboard to our end customers made it possible to build a bridge between their perceptions and the reality of the situation,” Matjaž explains.
SysAid Spaces: The Turning Point
For Matjaž’s team, the moment of clarity came with SysAid Spaces. The simplified queue brought efficiency to help desk operations, so tickets could be resolved more quickly. And the intuitive interface won over even the most skeptical team members.
BI Analytics: A Bridge Between Feelings and Facts
SysAid’s BI tools gave IT leaders a way to present clear, actionable insights to stakeholders. Before implementing SysAid, IT teams often faced emotionally charged feedback from users. They sometimes thought they were experiencing delays or inefficiencies that weren’t reflected in actual performance metrics. This disconnect created tension and undermined trust in IT’s ability to deliver.
With SysAid’s BI analytics, Matjaž and his team gained the tools to analyze ticket data, SLAs, and other key performance indicators (KPIs) comprehensively. By presenting clear, data-driven dashboards to both IT and business stakeholders, they bridged the gap between perception and reality.
- Transparency replaced emotional assumptions about service delays.
- Real-time reporting helped the IT team to know where they were doing well – and where they could do even better.
The Results: Empowering Teams and Enabling Stable Growth
SysAid emerged as the right tool to support the stable, scalable growth that Sava Re and its companies had dreamed of.
- 25% MTTR Reduction: Timers and improved workflows allowed teams to resolve issues faster.
- Rebuilt Trust: Dashboards gave users confidence in IT services, turning skeptics into advocates.
- Unified Teams: SysAid brought consistency to a decentralized system, making it easier for teams to collaborate and share best practices across countries.
- Enhanced Employee Satisfaction: The simplified processes freed up IT staff to focus on more meaningful work, boosting morale.
Looking Forward: AI-Powered Innovation on the Horizon
Building on the success they have achieved so far, the company has to leverage SysAid’s AI capabilities beyond internal IT, potentially involving external customer-facing processes or facility management. With AI-powered tools like SysAid Copilot on the horizon, Sava Re aims to automate repetitive tasks, and provide predictive insights to preempt potential issues before they impact users. This will enable the IT team to focus on strategic initiatives while giving ongoing support to both internal and external customers.
Extending SysAid Beyond IT
SysAid is paving the way for Sava Re’s future growth and innovation. By integrating AI and embracing decentralized IT, SysAid plans to streamline operations, improve collaboration across global branches, and support multilingual service for 8,000 employees and partners. With tools like Spaces and advanced reporting, Sava Re aims to enhance transparency, optimize workflows, and extend SysAid’s benefits in Finance and HR, driving efficiency and innovation across departments.
PRODUCTS USED
SysAid (Cloud, Annual)
CUSTOMER DETAILS
Customer
Sava Re
Headquarters
Slovenia, Europe
Industry
Insurance
Employees
3,100+
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