“We were pretty good at incident management—if someone came to us and said, ‘this is broken’, we would go and fix it. But for service requests, sometimes things got missed or a user would log an initial request and say, ‘I need x’ and then they wouldn’t hear from us for five or six days. All of a sudden it would turn up, but in the interim, they wouldn’t know what’s going on.”
Agincare: Xurrent Implementation
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 worked with Agincare to implement a Xurrent service management system to modernise their approach to IT support and enable them to more effectively service the needs of their growing organisation.
Background to the project
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.
A key priority for Matt was the introduction of the Xurrent service management system to address four core objectives:
- To provide access to internal KPIs to monitor and drive performance
- For more centralised oversight over incidents and requests
- To improve request handling and deliver a more transparent user experience
- To streamline asset management and recovery
