Telesure

Telesure Investment Holdings

Telesure Investment Holdings is a household name in South Africa’s insurance industry. With a team of 4,500 employees and millions of clients nationwide, they manage popular brands that South Africans rely on. Whether it’s car insurance, business coverage, or niche products tailored for women, Telesure is all about protecting what matters.

But behind the scenes, their IT team faced a growing challenge: keeping up with the needs of a large and dynamic organization. That’s where SysAid came in, transforming how they handle IT service management and delivering results that everyone can feel.

Self-Service Portal: Empowering Employees to Resolve Issues Independently

Telesure’s IT transformation began with implementing SysAid’s Self-Service Portal. This tool enabled employees to resolve routine IT issues on their own, dramatically reducing the need for direct IT intervention. Password resets and other frequent queries that previously clogged the support pipeline are now addressed independently, allowing the IT team to focus on higher-priority tasks.

Automated Workflows: Efficiency That Saves Hours Daily

Manual processes like ticket categorization and routing were a major time sink for Telesure’s IT team. With SysAid’s Automated Workflows, repetitive tasks are eliminated, freeing up 3–5 hours daily for each technician. This time is now reinvested in addressing critical issues and improving service delivery across the organization.

From Inbox Chaos to IT Harmony: the Impact of SysAid Ticket Management

Before SysAid, Telesure’s IT support relied on email-based workflows. This led to delays, miscommunication, and frustration. Tickets were treated as generic requests, making it impossible to prioritize based on urgency or impact. As a result, even small issues could take up to a week to resolve.

How SysAid Helped:

• SLA-driven ticket workflows now ensure the right team gets the request immediately.
• Urgency and impact assessments prioritize critical issues automatically.
• Linked service records improved collaboration between internal teams and external vendors.

Improved Employee Satisfaction: Building Trust and Transparency

Before SysAid, Telesure’s employees often found themselves in the dark about the status of their IT requests. With tickets logged via email and no clear system to track progress, communication gaps were common, leading to frustration and delays. But with SysAid, transparency became the new norm.

Employees now receive real-time updates on their requests, from when a ticket is logged to every action taken by the IT team. Automated notifications keep them informed of progress, status changes, and resolutions without the need for follow-up emails or phone calls.

Beyond communication, the structured workflows in SysAid ensure that requests are categorized, prioritized, and assigned to the right teams immediately. This has reduced response times, giving employees confidence that their issues will be addressed efficiently.

The IT team has observed a clear shift in employee sentiment. The feedback is often spontaneous, with employees replying to automated notifications to express appreciation for the service.

Future Plans with SysAid

Telesure plans to roll out SysAid’s asset management and configuration management database (CMDB) functionalities by 2025. These features will allow the IT team to:

• Track and monitor workstations across the organization’s 4,500 employees.
• Gain centralized oversight of IT infrastructure for better resource allocation and problem resolution.

Telesure aims to further consolidate its IT ecosystem by leveraging SysAid for project management. This will eliminate the need for external project tracking tools, reduce operational costs, and streamline workflows.

The company sees SysAid as an evolving solution that will continue to grow with their needs. As the IT team uncovers more capabilities within SysAid, they plan to expand its role in areas like automated workflows and advanced analytics.