Case Study: APA-IT improves collaboration and service transparency with Xurrent

APA-IT selects Xurrent to increase customer collaboration and streamline service access

APA-IT, a managed services provider and Austria's leading supplier of outsourced media solutions, needed to modernize its service management. Their existing tool, OMNITRACKER, lacked the necessary transparency and collaboration features their customers demanded. They partnered with vendor Xurrent to find a solution that would improve performance tracking and integrate them more closely with their clients' support organizations.

The solution implemented by Xurrent included a Self Service portal for customers and a specialized inbox for APA-IT's specialists. This new system streamlined request forms, enabled digital approvals, and provided real-time SLA tracking and reporting. As a result, over 110 specialists now use the platform to manage work for 3000+ end-users, significantly enhancing collaboration, transparency, and customer confidence. Xurrent provided the tools for APA-IT to act as a seamless extension of its customers' teams.

APA-IT

Thomas Fruhstuck

Head of Strategy and Operation