Driven by ambitious, entrepreneurial vision, Fever-Tree will never be a company content to stand still. Since redefining the tonic water category when it first launched in 2003, the brand has grown into the world’s leading supplier of premium mixers. Two decades on, Fever-Tree products are enjoyed in more than 80 countries, supported by a growing team of more than 250 people across four continents.
As Fever-Tree’s success has grown, its appetite for innovation has also increased. And this is evident not just in the brand’s growing portfolio of drinks, but also in how the organisation operates behind the scenes. A significant step in the company’s digital transformation journey was the introduction of Xurrent as the organisation’s enterprise-wide service management platform.
The shift to unified service management
Fever-Tree’s growth has been remarkable, evolving from a challenger brand into a globally recognised premium mixer company. However, alongside rapid business expansion often comes a rise in operational complexity, particularly in terms of internal support.
“One of the gaps identified in a wider digital transformation program was the need for a unified service management approach,” says Daniel Tavener-Smith, Fever-Tree Head of Technology. “Not just from an IT perspective, but from a business-wide view of how we improve service management across the organisation.”
The company set out to build a centralised platform capable of supporting multiple teams including IT, customer service, logistics and data. This need for scalability led Fever-Tree to the Xurrent platform, with Revo appointed as implementation partner.
Designing the system around the business
From the outset, it was clear this wouldn’t be an off-the-shelf implementation. Revo kickstarted the project by bringing key stakeholders from across Fever-Tree together to discuss and dissect processes through a series of workshops. Every triage flow, SLA model, dashboard and knowledge component was challenged, refined and rebuilt where needed, with Revo guiding the team on how to apply ITIL principles in a pragmatic way. The aim was to create a platform that felt intuitive, empowering and genuinely reflective of how people at Fever-Tree work day-to-day.
“Revo is the bridge between Xurrent and us,” Daniel explains. “They offer the right challenge at the right time to drive the value we’re aiming for. And they understood Fever-Tree’s charismatic, entrepreneurial spirit from the first workshop.”
Nurturing self-service
One of the standout achievements was Fever-Tree’s self-service portal – a centralised knowledge repository known as the IT Bar. This hub allows users to quickly find answers to common questions, troubleshooting guides and best practice resources without needing to raise a ticket. By empowering employees with self-help tools, the IT Bar reduces pressure on support teams, accelerates problem resolution and encourages consistent, transparent information sharing across the organisation.
“The real value for us was breaking down department silos and enabling free-flowing communication across teams,” Daniel adds. As a result, Xurrent serves not only as a platform for raising requests but also as a powerful knowledge hub, supporting self-sufficiency throughout the business. This dual function enhances overall efficiency by easing support bottlenecks and making accurate, up-to-date information more accessible.
Enterprise-wide service excellence
Fever-Tree’s Xurrent journey is a testament to how, with the right partner, it becomes so much more than a system for managing requests. What began as a service management project has evolved over the past three years into wider enterprise-wide capability and a refreshed interface.
“A facelift to our IT Bar aligned it more with our brand – warm, friendly, not cold or mechanical,” Daniel adds. “Even with automated responses, you still feel like you’re dealing with someone.”
In addition, with Revo as a long-term partner, Fever-Tree continues to expand Xurrent into more business-critical areas. For example, there are plans to introduce joiner mover leaver process automations and integrate with additional third-party systems to further streamline support processes. For more information about our work with Fever-Tree, read the full success story.
