VX Company Managed Services

A Leading Dutch ICT Provider Steps Into the Future of ITSM

73% INCREASE IN PORTAL USAGE

AI DRIVEN AUTOMATION

FULL SCALABILITY

“We are inspired by the engaging weekly updates from Xurrent, which provide us with new functionalities and opportunities to further enhance our systems,” says Jannick de Beer, Jannick de Beer, Process Manager & Application Manager at VX. “We’ve built an impressive system that we can benefit from for years to come.”

Jannick de Beer, Process Manager & Application Manager at VX

About VX Company Managed Services

VX Company Managed Services (VX) is an ICT service provider for small and medium-sized businesses that prefer contracting with third-party IT services rather than maintaining an in-house IT department. In practice, their clients are companies with office environments of up to approximately 300 workstations, usually with Microsoft chosen as their technology platform. VX’s primary business objective is to be known as a highly sustainable IT service provider due to excellent solutions delivered by an outstanding service organization that prioritizes professionalism and information security. With over 20 years of experience, service orientation is in the VX blood. The team consistently delivers continuity and customer satisfaction and takes great pride in its personal contact with customers. VX is known as a supplier and a genuine extension of its customers’ organizations. VX is located in Baarn and Deventer in the Netherlands and focuses on serving organizations in the Netherlands. However, some of their customers have subsidiaries or office locations abroad. For example, one of their client organizations operates in 13 countries, and VX serves some of its international subsidiaries.

Adopting Modern ITSM

VX’s existing ITSM product, Cherwell, could not automate tasks or integrate easily with other systems. It was a legacy product that kept the organization from expanding. VX began the search for a new ITSM system — one that was more adaptable, scalable, and growth-friendly. The team vetted TOPdesk, Zendesk, ServiceNow, Freshservice, and Xurrent as candidates for their new ITSM system. Xurrent came out on top thanks to the speed and our modern, fresh take on technology — automation, integration, and functionalities. VX was impressed by our automatic translation tool, which has helped its numerous customers stationed abroad. Xurrent’s automation module has made task creation more efficient and convenient. With their legacy system, VX lacked automation modules, but with Xurrent, the team can automate everything seamlessly. “What’s more,” Jannick de Beer, Process Manager & Application Manager at VX, says, “all of these features are included in the monthly fee of Xurrent!”

Jannick de Beer

Process Manager & Application Manager at VX

“Xurrent is fast and truly fully equipped with the latest technology in automation, integration, and functionalities. With Xurrent, we can automate everything seamlessly.”

Scope of Implementation

• Incident Management
• Configuration and Asset Management
• Change Management
• Release Management
• Project Management
• AI-Driven Automation

Xurrent was implemented by our partner, onITnow, the largest service management specialist in the Netherlands, with the broadest service portfolio in the country and a unique, rapid, highly effective approach to implementation and management. VX loved onITnow’s expertise and efficiency and was thrilled to be up and running quickly and with extensive training for the VX staff.

A Leap Forward in Efficiency and Productivity

Since implementation, 43,478 tickets have been handled (2,557 average per month) — a significantly higher amount ( with a lower error rate) than with VX’s previous platform. VX’s management board, back office, service delivery management department, process management, system architects, system management, support, and service desk are all actively using Xurrent. The most significant improvement VX has seen since implementing Xurrent? A short two months after launching the VX Self-Service Portal, the team discontinued the ability to submit tickets via email, significantly increasing ticket management efficiency. Bonus: customer organizations are delighted with the portal’s usage. Xurrent’s automation capabilities have fully streamlined ticket handling, lowering error rates and accelerating processing. “We are inspired by the engaging weekly updates from Xurrent, which provide us with new functionalities and opportunities to further enhance our systems,” says Jannick de Beer, Jannick de Beer Process Manager & Application Manager at VX. “We’ve built an impressive system that we can benefit from for years to come.”

Additionally, Xurrent’s automation capabilities have been fully deployed, vastly enhancing users’ efficiency and lowering error rates.

Key Takeaways

VX is pleased to have found an ITSM platform that adapts to their evolving business needs and size. Xurrent has proven to be an easy, advanced, and complete ITSM solution that boosts VX’s service management capacity, aligns its ITSM with its overall business goals, and is fully future-proof.

VX’s Challenges:

• Poor ITSM automation and integration
• Lack of ITSM adaptability for organizational expansion
• Cumbersome, email-based tickets

Solutions since implementing Xurrent:

• Full integration capabilities
• AI-driven automation, including auto-translate
• Scalability
• Optimized ticket handling
• Time and cost savings

With Xurrent, VX is poised for exciting growth and a future of complete connectivity and workflow efficiency.