“We saw an opportunity for the second line team to assist with tickets from SSP users for minor changes and improvements in Xurrent,” explains Samaan Bagheriasl, 2nd Line Application and End User Desktop Support Manager, SSP Group. “Previously, there was a small team of individuals looking after a ticket queue outside of their normal day to day role. But with increased usage of Xurrent across our business, this was no longer sufficient.”
Building Xurrent capability at SSP to unlock efficiency
With Xurrent playing a central role in the smooth-running, day-to-day function of SSP’s support teams, the continuous operation of the platform is critical to maintaining productivity. Following technical training from Revo, the SSP team now has the skills they need to keep the platform up-and-running and delivering optimal performance.
SSP Group is a leading operator of food and beverage concessions in some of the busiest and most important travel locations around the world. They employ circa 42,000 colleagues, working in around 600 locations, across six continents and 37 countries. In 2019, Revo transitioned the business’ service management to Xurrent. However, the implementation of the platform was only the first step in a company’s service management journey. To ensure their system remains optimised and valuable to their global community of users, ongoing maintenance, improvement and evolution are critical.
An ambitious development roadmap
Recognising the productivity-driving potential of service management, SSP was committed to proactively managing their Xurrent platform right from the start. To enable this, they opted for Revo’s managed service giving them ongoing access to our technical expertise as they scaled the system and evolved its functionality to meet their business requirements. This has led to substantial development projects in recent years, including system integrations and a joiner mover leaver business process automation.
By 2024, SSP’s Xurrent system was embedded into the company’s ways of working. With employees across the world using the system and logging requests, the continuous operation of Xurrent became a priority. This caused the IT team’s attention to turn to how they could service the platform more efficiently internally.
“We saw an opportunity for the second line team to assist with tickets from SSP users for minor changes and improvements in Xurrent,” explains Samaan Bagheriasl, 2nd Line Application and End User Desktop Support Manager, SSP Group. “Previously, there was a small team of individuals looking after a ticket queue outside of their normal day to day role. But with increased usage of Xurrent across our business, this was no longer sufficient.”
For day-to-day issues and routine upgrades it made sense to build the capability inhouse to manage these requests. This would also mean the Revo managed service could focus on more complex tasks that would drive forward the development roadmap rather than being consumed by troubleshooting. To enable this, they enlisted Revo to design and deliver a customised Xurrent training programme to for their second line team.
