Fiskars Group

Updated on: May 5, 2026

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Easy to use. Flexible. Excellent value.

Those were the three requirements when Fiskars Group set out to find a new service management platform in 2021. But the real challenge? They needed a solution that could support 6,500 employees across 560 sites in 29 countries — without the complexity, cost overruns, or language barriers that had plagued their previous system.

When Peter Cabello Holmberg became Chief Digital Officer at Fiskars Group in 2021, his mission was clear: transform IT from an order-taker to a digital thought leader. 

To understand why that transformation was so urgent, you need to know a bit about Fiskars Group.

Technology is great, unless it holds you back

Fiskars Group started as an ironworks company in 1649 in Finland. More than three centuries later, the iconic orange-handled scissors introduced in 1967 fundamentally shifted the company's identity from ironworks to a consumer products innovator.

Today, Fiskars Group's brands — including Fiskars, Gerber, Iittala, Royal Copenhagen, Moomin Arabia, Waterford, and Wedgwood — are present in 100 countries across Europe, Asia, and the Americas.

In 2021, its Service Management platform wasn't keeping pace with its legacy of innovation.

"Our previous service management platform was not right for our organization," shared Mike Rossi, Senior IT Manager, Service Management at Fiskars Group. "It was not easy to use, so not everyone was using it. People in different countries who didn't speak English wouldn't use the tool because of language barriers."

The problems ran deeper than user adoption. Fiskars Group had to pay for external consultancy to maintain the platform because the team lacked these specific in-house skills. As part of their plans to reorganize IT and change processes, finding a new ITSM tool became a priority.

The mandate: Replace the clunky, first-gen platform with something flexible, intuitive, and cost-effective — an ESM platform the entire group could actually use.

The search to find the right fit was on

While working with an external consultant on Fiskars Group's digital transformation, the team reviewed several alternatives to their current ITSM tool. Xurrent was one of them.

"We liked Xurrent the best; it was clearly the best fit for us," Mike said. "Xurrent has all the necessary functionalities, most of them out of the box and included in the license."

What stood out wasn't just ITSM capabilities — it was IT business management capabilities, such as Demand Management, Project & Portfolio Management, Time Registration, and Resource Management, all included in the license. This wasn't the case with the other two tools Fiskars Group evaluated.

"Demand Management, for example, was costly in the old platform — an extra module — whereas with Xurrent, it's included in the license," Mike explained.

"The Xurrent licensing is reasonable and very cost-effective and transparent; you know upfront what it will cost you."

Xurrent’s foundation in the ITIL framework was another advantage. Service Desk partner HCLTech delivers ITIL-aligned services to Fiskars Group, and Xurrent helped them follow the framework naturally.

When evaluating implementation partners, Revo emerged as the top choice. "We liked their support model the best, and they were actually listening to us and what we needed instead of telling us what they were going to give us," Mike said.

"With our previous solution, we had to hire outside consultants to help us, whereas now I have a person on my team who has been trained by Revo and has taken on a lot of responsibility helping us design the templates and process flows. We involve Revo where we don't have the expertise or the time."

What does a 16-week implementation actually look like?

The clock was ticking. Fiskars needed to move fast, and Revo promised they could deliver — on time, no excuses.

16 weeks, start to finish. Fiskars and Revo worked side by side, building infrastructure, designing the service catalog, and keeping everything on track. 

July 1: project kickoff.
October 18: Xurrent went live.
No delays. No drama.

"We worked as a true partnership, hand in hand with Xurrent partner Revo," Mike said. "Working very closely with them from the very beginning had a huge benefit because my team understood everything about how the product worked from the moment we went live."

The training, which used Xurrent's online modules and videos, was equally as flawless.

At Fiskars Group, people were accustomed to classroom training; however, for most users, online training proved to be effective. For those who struggled, the team arranged extra help.

Even HCLTech, the help desk partner, got up to speed with the same video training. Xurrent looked and felt different from the old tool, but the team adapted fast and actually preferred it.

Beyond the user enablement, integrations are a critical component of a successful service management implementation. Again, Xurrent and their partner Revo delivered.

Fiskars Group integrated Xurrent with Moogsoft, Azure, Intune, SSO, and Events. "We love the integrations and are happy with how smoothly they go," Mike said.

Simon Martin, CEO at Revo Xurrent Services, added: "One of the most used is the major incident management integration, which we built to be able to send emails and text messages. Fiskars Group has a solid major incidents process now, all via the portal."

Smooth. Smooth. Smooth. Mike was amazed at how well the go-live went.

"We went live on a Tuesday at 9 AM UK time, and by the time I got in at 10 AM UK time, there was no feedback. I was thinking, what is going on? By the end of the day, we had no complaints; it just ran, it was that good, so we're really happy with it. Over 5,000 happy people all at the same time."

Mike's team consists of 5 people managing IT Services across the group. With Xurrent, this lean team can manage everything globally. Every change goes through that team, keeping everything aligned. Countries that want changes must go through the team first, ensuring they know exactly what's happening and can share relevant updates across teams or countries.

The results spoke for themselves.

User satisfaction? A whopping 96%. Before Xurrent, tracking this was a headache. Now, a simple thumbs-up or down makes feedback instant. Users love the speed and simplicity.

Beyond satisfaction scores, Fiskars Group achieved a 35% reduction in average ticket resolution time — a direct result of Xurrent's intuitive interface and smart routing capabilities."

In just six months, here’s what else Fiskars Group achieved:

• 263 services in the catalog
• 369 service instances
• 38,000 completed requests
• Nearly 3,000 completed workflows
• 1,200 hours of manual work eliminated through automation — time that service teams now invest in strategic initiatives instead of repetitive tasks

The request volume increased significantly compared to before, partly thanks to the local language feature. Fiskars Group saw a 60% increase in service desk engagement from non-English-speaking regions — proof that removing language barriers drives adoption. In Xurrent, every user gets to work in their local language, and the system automatically and seamlessly translates for every other user.

"Bringing in Xurrent gave us the opportunity to reset and align everything," Mike said. "And thanks to Xurrent Auto Translation, nobody has an excuse not to log into the system.

"For me, a great improvement is the ability to search upfront; that has made my life much easier; everybody can find what they are looking for. It's been phenomenal. And the language/translation feature was number two — two big plusses."

Thanks to Xurrent, Fiskars Group is expected to save 41% on service management costs over the next five years.

What started as IT became so much more.

At Fiskars, Xurrent started as an ITSM solution, but it didn’t stop there. Today, more than 5,300 users across 560 sites — offices, factories, distribution centers — are all in.

"The teams and departments using Xurrent are IT, the Security team, the Data Privacy group, and we've just launched a Xurrent account for one of our third-party suppliers, which is huge for us, and really cool. It is very slick; we're very pleased about that," Mike shared.

Xurrent makes it easy for providers to collaborate with Xurrent customers. Providers can link to a Xurrent account, and customers can securely pass requests and collaborate without building an integration.

The Fiskars has expanded Xurrent to support:

Facility Management: Service requests for building maintenance, space planning, and equipment repairs are now centralized within Xurrent. Employees can report issues from any device, and facilities teams receive automated workflows that accelerate resolution.

Master Data Management: Managing data ownership, validation workflows, and change tracking within the platform has reduced duplication and improved governance — supporting better decision-making and enabling scalable innovation.

Data Privacy: Requests related to data access, correction, or deletion are managed through dedicated workflows that ensure compliance with global regulations. These processes are handled separately from regular support requests, with full audit trails and role-based access controls.

Event Monitoring: Monitoring tools feed alerts into Xurrent, triggering automated workflows for incident response and resolution. This proactive approach minimizes downtime and ensures issues are addressed before they escalate.

Asset Management: Xurrent's configuration management database (CMDB) and AI-powered tracking tools allow Fiskars to manage the full lifecycle of physical and digital assets. Dependencies between assets and services are visualized, enabling smarter maintenance planning and investment decisions.

Xurrent also supports the Fiskars Group’s Point of Sale (POS) Solution.

"Xurrent has enabled us to improve the processes, and we are able to add services at the speed of the demand, making us more agile," Mike explained. "Six months on, we already have nearly 3,000 completed workflows. Whereas everything was scattered before, these are now all in Xurrent.”

Looking forward: A foundation for innovation

Peter Cabello Holmberg's vision — to take “one of the oldest companies in the world and bring it into the 21st century” — required modern tools that could keep pace. The Xurrent implementation delivered exactly that, becoming a cornerstone of the broader IT transformation that cut costs by 25% and reduced employee turnover to just 6%."

For Mike and his team, success came not just from the technology but from the partnership.

"We are very happy with the collaboration with Xurrent and Revo; they are nothing but supportive and are always there for us. Revo understands our business and our pain points. They challenge us where necessary, give us good direction/advice and keep us moving forward.

"It's nice that it's a mid-size shop; you can build a personal relationship where both parties really understand each other and where they're coming from. At other bigger companies, we are just an account."

Mike concluded: "Xurrent is easy to use. I've worked with many different tools over the past 23 years, and Xurrent is by far the easiest to use. The fact that users can work in their native language only adds to that. The launch of Xurrent was a huge success for Fiskars Group; it brought our service teams together, it made it easier for us all to work together and communicate, and it has improved our service management process, absolutely."

And they're just getting started.