As a global provider of broadband services via state-of-the-art fibre optic networks, Axia is all about improving experience, boosting efficiency, and maximizing performance for its customers—EasyVista and Axia have a lot in common! When reorganizational changes crippled an aging HP solution, a division of resources and heightened inefficiencies made it clear that change was needed. Axia embraced this unique opportunity to strategically unify the entire IT team spanning all customer-focused business units. Read on or check out the full Axia case study to learn how they upgraded to a state-of-the-art service management solution and which benefits were realized from the very beginning.
Turning Challenge into Opportunity
As a customer-focused organization, Axia underwent reorganizational changes to better support their client base. The reorganization divided up teams which caused challenges in the supporting systems. Axia also struggled with an HP solution that provided inconsistent reporting and was deemed too “flat” and “not robust enough.” It was at this crux that Axia knew it needed an enterprise-grade, cross-functional service management system that was agile, automated, and ITIL-compliant to support its newly formed business units.
“Deploying EasyVista was a unifying function for our IT team and allowed us to be consistent and cohesive across all of the new business units. It also gave us the ability to track KPIs as a team cross functionally; something we were unable to do before,” Said Stephen Barrow, Manager of Support & Infrastructure at Axia FibreNet.
Benefits from Day One
With the help of FMX Solutions, a knowledgeable and trusted partner, EasyVista was deployed to more than 200 front office users and 45 back office users. After dealing with headaches from a “broken” and aged HP solution, EasyVista was a breath of fresh air for Axia, with positive business impacts occurring from the start, including:
- Easy to use, out-of-the-box to support the entire organization
- Automated day-to-day customer support and lifecycle asset management through EasyVista Service Manager
- Integrated SLAs and KPsI with advanced reporting and visibility into support performance
- Room to grow change management and project management efficiencies for both customers and in-house initiatives
- Service apps enable further automation to update tickets and add additional information for reporting
- Reduction in Total Cost of Ownership (TCO) by eliminating custom development configuration cycles
“If you are looking for something that is truly flexible and provides good total cost of ownership, I would urge any of my peers to look very closely at EasyVista. In our opinion, it’s not only best of breed, but they’ve created a great niche for themselves in the market by working out-of-the-box,” said Barrow.
Download the Case Study
Check out the full Axia customer success story for more information on how EasyVista’s holistic and comprehensive service management solution enabled them to unify their IT team across the organization.
Hear how EasyVista transforms service delivery in our 2 minute Explainer.