Case Study: Hasselt University achieves faster, more efficient IT support with Xurrent

Hasselt University Switched to Xurrent to Professionalize Its Service Management Organization

Hasselt University, a fast-growing institution in Belgium, faced challenges with an outdated open-source IT service management solution that could not support its need for more professional and efficient service delivery. The university sought a future-proof, user-friendly platform to improve its IT services and launched an RFP process, selecting Xurrent as its vendor for a modern Enterprise Service Management solution.

Xurrent, implemented in collaboration with partner 2Grips, was deployed in just 24 days. The solution included a self-service portal, knowledge management, and streamlined support processes. The measurable results for Hasselt University were significant: open tickets dropped dramatically from 5,000 to around 400, first-level support now handles 50% of tickets (up from 30%), and over 80% of users reported satisfaction. Xurrent provided a powerful tool that increased productivity, reduced costs, and empowered both specialists and end-users.

Hasselt University

Filip Reyns

PMO and Process ICT Manager