Easi: building a flexible service management platform for 800+ customers
Easi is a Belgian managed service provider delivering IT services, software and infrastructure solutions to more than 800 customers. As the company continued to grow, it needed a service management platform that could grow with it — without adding unnecessary complexity.
At a glance
Customer
Easi
Industry
Managed IT Services
Challenge
A scalable, flexible service management solution for a growing customer bas
Solution
Xurrent ITSM/ESM
2Grips expertise
Implementation · Integration · Training & Adoption
A service management platform ready for growth
Easi’s IT support team manages the IT infrastructure of a large and diverse customer base, allowing customers to focus on their core business.
Its existing in-house solution had become too limited to support this increasingly complex environment. Basic functionality was available, but important service management capabilities were missing. Easi needed a more professional solution that could increase efficiency and improve the experience for its users and customers.
At the same time, scalability was essential. With more than 800 customers, Easi needed a cloud-based platform that could make customer integration fast and straightforward, while combining standard ITSM capabilities with enough flexibility to accommodate different customer needs.
Standard where possible. Flexible where needed.
After an extensive selection process, Easi chose Xurrent.
The platform offered the combination Easi was looking for: proven service management practices and built-in ITSM capabilities, with the flexibility to adapt procedures and workflows where needed.
Easy integration was another important factor. Rather than having to manually connect a large number of customers, Easi could create a much more scalable environment.
Xurrent also provided greater transparency through real-time service reporting, allowing Easi to monitor and demonstrate service performance against agreed SLAs.
From implementation to adoption
2Grips worked closely with Easi throughout the implementation, providing practical guidance and support along the way.
The project included:
- Request Fulfilment
- Incident Management
- Configuration & Asset Management
- Service Level Management
- SSO and Active Directory
- Customer integrations
Before the full go-live, Easi ran a three-month test phase with six key customers. This allowed the team to test the new environment in practice, gather feedback and fine-tune the setup. The platform went live in September 2022.
Making adoption part of the implementation
Introducing a new platform also means introducing a new way of working.
To support adoption, 2Grips advised Easi to organise workshops and internal training sessions for the people who would be working with the platform. Customer communication was also part of the approach, with project managers discussing the new solution directly with customers and regular strategy meetings providing opportunities to ask questions.
The result was a smooth transition. Users quickly understood the new platform and saw the benefits of the new way of working.
More efficient services. Easier customer integration. Greater agility.
With Xurrent in place, Easi can manage services for a large and diverse customer base within one professional service management environment.
Improved efficiency
Service processes are more efficient, while customers find the new way of working easier to use.
Better customer experience
Customers have embraced the platform and are actively using it — a significant improvement compared with the previous solution.
Faster customer onboarding
When a new customer is created, the required service instances and SLAs can be activated automatically. For an organisation serving hundreds of customers, this saves considerable time and effort.
Greater business agility
Easi can adapt workflows and integrations to its own requirements and those of its customers, without having to build everything from scratch.
A foundation for further growth
Xurrent is increasingly being used as a broader ESM solution. What started primarily as a customer-facing service management platform is gradually expanding to support other departments and services as well.
Facing a similar challenge?
Whether you’re replacing an existing service management platform, scaling your service operations or looking to improve adoption, 2Grips can help you turn technology into lasting value.