Success Story | Fever-Tree

“Revo is the bridge between Xurrent and us – offering the right challenge at the right time to drive the value we’re aiming for”

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Fever-Tree

Introducing Fever-Tree

Fever-Tree is the world’s leading supplier of premium carbonated mixers. Since its launch in 2003, the company has redefined the tonic water category and become the go-to mixer brand for discerning consumers worldwide. Today, Fever-Tree products are sold in more than 80 countries and the business employs 250+ people across the UK, US, Australia and Germany.

Background to the project

As part of a company-wide digital transformation program, Fever-Tree identified an opportunity to improve how internal service requests were captured, shared and managed across the organisation. With various tools and channels already in use, the business set out to bring all service request activity together into a single, unified system.

With teams growing internationally and collaboration becoming increasingly cross-functional, the ambition was to create a unified, scalable service management model that would enable teams to collaborate more effectively and gain real-time visibility into operational performance. This led Fever-Tree to select Xurrent as its platform, with Revo appointed as the implementation partner.

Implementing the solution

From the outset, the ambition for Xurrent extended far beyond a traditional ITSM deployment. The company set out to build a unified platform capable of supporting multiple teams including IT, finance, customer service logistics and data. This need for scalability led Fever-Tree to the Xurrent platform, with Revo appointed as implementation partner.

Early workshops designed and delivered by Revo played a crucial role in aligning Xurrent with Fever-Tree’s unique operational needs. These sessions combined ITIL best practices with real-world challenges, helping to design triage flows, SLAs, dashboards and knowledge repositories tailored to the organisation. The process was collaborative, with Revo supporting stakeholders to challenge existing assumptions and adapt workflows accordingly. This ensured the system was built to support and optimise Fever-Tree’s specific workflows, service expectations and ways of working.

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A seamless self-service experience

Since the initial implementation of Xurrent, Fever-Tree and Revo have continues to develop and evolve the platform. One key significant update was the redesign of Fever-Tree’s self-service portal, known as the IT Bar. The revamped Xurrent-powered knowledge hub has enhanced information accessibility, allowing employees to quickly find answers to common questions, without needing to raise a ticket. This self-help facility reduces pressure on support teams, speeds up problem resolution and supports information sharing across the organisation.

The refreshed IT Bar was also crafted to specifically to deliver an experience that is intuitive, approachable and closely aligned with the brand’s warm, personable identity. So, while behind the scenes, automation and AI streamline processes, the interaction with employees still feels human, approachable and consistent with Fever-Tree’s values.

Real-time reporting

With Xurrent, reporting is now optimised. Real-time dashboards and analytics provide instant visibility into request volumes, resolution times, SLA trends and recurring issues. This proactive, data-driven insight has empowered both operational teams and leadership to make more informed decisions, faster.

Enterprise-wide and evolving

While the Xurrent implementation began as a service management initiative, it is evolving to offer wider enterprise-wide benefits that will support the company’s global growth for years to come. Following the success of the initial rollouts, Fever-Tree is now expanding Xurrent into more business-critical areas. Priorities include:

Automating the joiner mover leaver (JML) process
Deepening AI-driven categorisation and summary capabilities
Integrating with more third-party systems to build an increasingly connected digital ecosystem

As Fever-Tree embarks on these developments they do so with the continued support and guidance of their Revo advisors. Whether it’s ongoing optimisation support, release management or more complex integrations and roadmap planning, they can count on the support of the team.

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“Engaging Revo was fantastic. Simon’s open-minded approach combined with the technical expertise he’s acquired over the years makes a really great combination for a successful implementation team.”