Case Study: EWERK achieves customer-centric service management with USU IT Service Management

EWERK - Customer Case Study

EWERK, an IT service provider, wanted a central, flexible service management platform to support its “fundamentally digital” strategy and replace a fragmented software landscape. The company needed a solution that could map ITIL processes, integrate easily, and be expanded into a broader ERP and CRM system. USU Solutions’ USU IT Service Management was selected after a proof of concept and strong evaluation of its functionality and customization capabilities.

USU Solutions implemented USU IT Service Management in stages, starting with incident, problem, and change management, and then extending it into customer-centric xRM, ERP, and CRM-style processes. With support and coaching from USU Solutions, EWERK built its own modules and automated contract, offer, order, and invoicing workflows in an audit-compliant way. The result was a central platform that reduced complexity, improved transparency, enabled scalable growth, and cut process costs through automation and standardized data storage.

EWERK

Hendrik Schubert

Managing Partner