Case Study: AxizWorkgroup achieves streamlined, high-efficiency IT helpdesk and precise SLAs with Epicor ITSM

AxizWorkgroup Streamlines IT Helpdesk with Epicor ITSM

AxizWorkgroup, a Midrand, South Africa–based IT infrastructure distributor supporting channel resellers and retail partners across five locations, faced an inefficient, custom CRM that lacked business intelligence and ITIL compliance. Managing hundreds of helpdesk calls without reliable reporting made it hard to track SLAs, assets, and staff performance, limiting planning and accountability.

Working with New Era Solutions, AxizWorkgroup implemented Epicor IT Service Management (ITSM), an ITIL‑compatible, out‑of‑the‑box solution that was live in two weeks and delivering full reports within a month. The system automated call routing, added a customer portal and notifications, and provided actionable BI, resulting in more precise SLAs, better asset tracking, measurable staff performance management, and significantly improved helpdesk efficiency.

AxizWorkgroup

Pedro Maia

IT Manager, AxizWorkgroup