The facilitation of learning by tutors is a worldwide phenomenon that is supported by most open and distance learning (ODL) institutions. It is a strategy employed to achieve academic success. This qualitative intrinsic case study explored the views of tutors at the University of South Africa (Unisa) about the implementation of the Integrated Tutor Model (ITM) which supports student learning. The successes, challenges and impact of the ITM on the tutors' delivery of tutorials are not fully known. Therefore, the findings of this study will highlight the successes, challenges and impact of the ITM which Unisa can use to improve the model. Data were gathered through face-to-face interviews with six tutors who were purposively selected from Unisa's Gauteng region. The findings revealed successes and challenges of the ITM that affect the support that is due to the students via tutorage. These findings explain the application of the ITM that can assist Unisa in strengthening or reviewing both the tutor system and the model.