“We were facing a black hole. Users were contacting the third party directly and we had no oversight of this internally. So, if 10 users in the finance team all emailed in saying my Sage isn’t working, we [the internal IT team] wouldn’t find out until someone complained to us.”
Agincare: Xurrent integration
Introducing Agincare
Agincare is a family-owned care provider offering a comprehensive range of care options, from residential care to support at home. Since forming in 1986, the group has expanded to now operate across 90 locations, including just over 30 care homes, and employing 4,500 staff nationwide. In 2024, Revo implemented a Xurrent service management system to modernise the care provider’s approach to IT support. A significant part of this project was the development of an integration with their managed service providers’ system to allow the Agincare team to log, monitor and report on all IT service requests (whether managed inhouse or via the third party) centrally from Xurrent.
Background to the project
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.
Download as PDF
