MEA | African Excellence Awards 2025 Globally, Pink Elephant has been a leader in IT management and consulting for over 45 years, shaping the digital industry from its early days and driving innovation worldwide. Pink Elephant South Africa is one of the largest divisions under the global Pink Elephant umbrella, providing a series of IT service management (ITSM) solutions, as well as managed service desk, ITSM education, and advisory services. We caught up with Leith Collyer, Pink Elephant South Africa’s managing director, to find out more. From its home in the Gauteng province, South Africa’s financial and digital hub, Pink Elephant South Africa drives digital transformation through a series of high-tech ITSM solutions and the provision of state of-the-art IT service desks, all underpinned by best practice. This approach taken by the specialists behind the company is holistic and strives to see people empowered through a combination of the right skills, automation, and the enabling of agile service delivery through the delivery of advanced technologies. Pink Elephant South Africa boasts a diverse client base spanning everything from large retail groups and hospitality brands through to financial institutions and organisations in the public sector. Many of these clients choose Pink Elephant South Africa as a result of its unique ability to spark company-wide digital transformations, as elevating their IT service delivery through Pink Elephant’s unrivalled expertise can have a lasting impact on the people, processes, and technologies behind their business’ success. Driven by a series of core values comprising excellence, integrity, innovation, and continuous improvement, Pink Elephant South Africa embeds these into its internal culture via initiatives such as structured management, regular training, and open communication, as well as by promoting accountability at every level of the business. As Leith told us: “Our commitment to both the voice of the customer and the voice of the business ensures we prioritise not only the results we deliver, but also the way we engage with our clients and teams.” The commitment to fostering meaningful relationships and long-term value present across Pink Elephant South Africa is reflected through its latest strategic focus, which involves both the implementation and expansion of its coveted NextGen Service Desk model. In essence, this future-proof, customer-centric approach sees traditional IT support turned into a value-driven experience aligned with the needs of today’s modern digital enterprises. Just some of the key selling points of NextGen Service Desk include omnichannel communication. This uses channels most commonly preferred by customers and employees alike, such as email, social media, and mobile apps, proactive and consistent support, and even automated efficiency. This is also seen through its use of technologies such as chatbots and virtual agents. Data-driven insights and enduser centricity round out this list. These features translate into real value. The model boosts staff productivity by increasing task completion rates by 40% and reducing repetitive task handling by 45%. It improves resolution times by increasing issue resolution by 35% and cutting wait times by 30%. Customer experience is also enhanced, with satisfaction levels rising by 30% and complaints decreasing by 20%. Additionally, operational costs are reduced by 40%, and average response times are decreased by 50% thanks to the system’s 24/7 availability. The deployment of NextGen Service Desk is a five-phase process, beginning with a company contacting Pink Elephant South Africa after growing tired of its traditional service desk, which often lacks the speed and self-service capabilities of modern solutions. Phase two sees this award-winning IT management specialist conduct a comprehensive assessment of this current service desk, going beyond highlighting any inefficiencies with current problem-solving methods to proactively understand a business’ unique needs. From here, the third phase of this approach sees Pink Elephant South Africa set about transforming a traditional service desk into its NextGen Service Desk, a feat it achieves via a robust roadmap ensuring an effective, structured transition. This leads to the penultimate phase, during which the expert team behind the solution evaluate outcomes to verify that its exacting standards are met. The fifth and final phase then sees users empowered to resolve their own issues through intuitive self-service and automation options. Thanks to the combination of the in-depth nature of this approach, as well as the numerous benefits to clients of using the NextGen Service Desk model, this technology has already been deployed across several leading organisations across the country’s insurance, mining, and hospitality sectors. The company has faced success across these areas in particular due to responsiveness and operational efficiency both being business critical. Beyond this service transformation, Pink Elephant South Africa is also committed to upskilling IT professionals, which it does by adhering to internationally accredited best practice frameworks such as ITIL (Informational Technology Infrastructure Library), the NIST Cybersecurity Framework (CSF), and advanced service management disciplines. This ensures the future-proofing of teams and sees businesses ready to assign talent to IT roles that are currently emerging, or even those yet to currently exist. Diving deeper into the impact this has, Leith described: “These efforts support both workforce development and local job creation, all whilst helping clients reduce risk, improve service performance, and elevate digital maturity.” These are just some of the ways that Pink Elephant South Africa is reimagining the customer journey across IT service management, with its projects directly contributing to the growth of Africa’s digitally confident, skills-driven economy, which is itself currently in a state of transformation. “As Africa experiences rapid digital growth and infrastructure modernisation, our solutions enable businesses to remain agile, resilient, and competitive in an evolving economy.” All of this adds up to a company that is distinguished as a result of its integrated offering. Pink Elephant South Africa goes beyond consulting: its specialists train, implement, manage, and optimise ITSM at every turn. Leith added: “Our NextGen Service Desk framework, Best Global IT Service Management Specialists 2025
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