Developing a Unified, Human-Centred Service Management Approach
As part of a company-wide digital transformation, Fever-Tree set out to simplify and unify how service requests were managed across the organisation. Working with Revo and powered by Xurrent, Fever-Tree implemented a scalable, enterprise-wide service management model that supports multiple teams, improves visibility and reflects the brand’s warm, people-first culture. This case study shows how the right blend of technology, challenge and collaboration delivered lasting value well beyond IT.
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A scalable service platform for Wm Clinic’s growing network
Wm Clinics partnered with Revo to replace fragmented communication channels with a scalable Xurrent service management platform that now supports more than 150+ clinics, 2,000+ internal users and over seven million patients. In just a few weeks, Revo delivered a unified internal and customer-facing system that streamlines every type of request, embeds clear workflows and unlocks real-time performance visibility. The platform has become a cornerstone of Wm Clinics’ wider transformation, enabling faster responses, consistent service and a data-driven operating model built to support significant growth across Europe.
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Solving the visibility gap for Agincare
When developing the scope for Agincare’s new Xurrent service management system, there was one requirement that stood out as a priority—they wanted to be able to use the system to gain more visibility of the IT support cases handled by their third-party managed service provider. With users across the business able to raise IT service requests directly with the MSP, the internal Agincare team was often unaware of the issues that were being logged via this route and how effectively they were being managed and resolved.
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From fragmented to unified: Agincare’s IT support transformation
When Matt Garland joined Agincare as Head of IT, one of his first priorities was updating the organisation’s manual IT services workflows. The care provider’s existing approach relied on support issues and requests being raised through emails and calls and IT properties were logged on spreadsheets. This made asset management time-consuming and cumbersome and service requests and incidents were difficult for users to track and for the service desk team to manage.
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Building Xurrent capability at SSP to unlock efficiency
As Xurrent became essential to SSP’s global operations, the business needed a more efficient way to manage day-to-day support. They partnered with Revo to deliver tailored training for their second-line support team, to build in-house capability for routine maintenance and improvements. Long-term this allows SSP internal resources to handle everyday tasks while Revo focuses on strategic development.
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Modernising user management at SSP Group with Revo
As a large, global enterprise, SSP relies on Microsoft 365 to enable communication and collaboration across its business. This involves supporting the move to M365 for all staff over the coming years. Setting up, managing, transferring, and, when necessary, closing individual IDs, usernames and passwords was a cumbersome manual task that was diverting their IT team from more strategic projects.
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Smarter support starts with better data for Fiskars Group IT
The support team at Fiskars was lacking access to accurate, up to date data on the applications in use across the Fiskars Group. This at times caused delays in resolving user queries logged on Xurrent as the service desk would have to seek out this information from colleagues outside of IT support. Recognising the potential synergies of a seamless data flow between LeanIX and Xurrent, the Fiskars Group team asked Revo to help them to build this integration.
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CTRL-S evolves its service desk to support expansion
Technical Director, Matthew Jones describes 2023 as “the year of growth” for CTRL-S. As they take on more clients and extend their services, they need a service management solution to support their rapid growth and ambition. Although their existing email-based approach to managing service desk requests had served them well when their client base was small, it wasn’t able to adapt and scale in the way they needed it to.
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Historic brand, modern IT: Fiskars Group’s journey with Xurrent
The appointment of a new Chief Digital Officer in March 2021 sparked several changes in Fiskars Group’s IT landscape. This included a change in service desk provider and a wider review of the IT applications and tools they were using to support their operations. After detecting general disillusionment and user reluctance towards their existing ITSM, they decided to make the switch to Xurrent due to its lower operating cost and user-friendly interface.
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Vitality switched to Xurrent to increase service agility and optimise customer experience
Vitality UK, a rapidly growing provider of health, life, and car insurance, is known for its innovative approach to financial services. As the business expanded, including the launch of new car insurance products, Vitality sought a future-proof enterprise service management solution that could scale with their growth. They needed a system that would allow them to quickly and cost-effectively add new services, while also enabling seamless collaboration across teams and external partners.
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