Case Study: Xentrall Shared Services achieves near-complete shift of electronic requests to self-service with IFS assyst

Xentrall shift practically all electronic requests from email to self-service with assyst

Xentrall Shared Services, the public‑public partnership supporting Stockton and Darlington Councils, faced tighter ICT budgets and rising demand for IT services while needing to improve efficiency and reduce transaction costs. To move high‑cost contact channels to self‑service and give users real‑time access to ICT information, Xentrall chose IFS assyst and deployed its assyst self‑service portal (assystNET).

IFS assyst implemented a web‑based self‑service portal rolled out to all business users (desktop icons and links in communications), plus knowledge base, password integration and a real‑time message center. Within a year practically all electronic requests shifted from email to self‑service, leaving the ICT team to accept incidents only by phone; with ~5,000 events per month this cut calls/emails, increased end‑user productivity, reduced repeat incidents and produced a significant improvement in customer satisfaction.

Xentrall Shared Services

Jackie Barnes

Technical Administration Manager