Slovenské elektrárne, a.s. (SEAS)
SEAS's legacy IT systems were outdated, lacked security compliance, and offered limited reporting capabilities. With 5,000 end users across nuclear, hydro, and photovoltaic operations requiring 24/7 support, low satisfaction scores and frequent complaints signaled the need for change.
Xurrent delivered a comprehensive service management platform in just five months, automating 43% of requests and over 50% of tasks. The result: 96% customer satisfaction, 4,300+ hours in annual labor savings, and the accuracy nuclear operations demand.
Slovenské elektrárne, a.s. (SEAS) powers up efficiency and achieves 96% satisfaction in only 5 months
In just five short months, Slovakia's largest electricity provider automated 43% of its IT requests, achieved 96% customer satisfaction, and generated over 4,300 hours in annual labor savings — all while managing the complex demands of nuclear power generation.
Slovenské elektrárne, a.s. (SEAS) is Slovakia's largest electricity producer and one of the largest in Central Europe, operating nuclear, hydro, and photovoltaic power plants, generating electricity without direct CO₂ emissions. Over 180 IT internal and external IT specialists support 5,000 end users across the organization.
Coordinating very specialized IT support across nuclear, hydro and photovoltaic power generation technologies is no small task. In nuclear operations, there's no room for error. Automation accuracy and security are non-negotiable requirements for any system managing nuclear power generation.
But it's not just nuclear.
As Slovakia's largest electricity producer, system reliability has a direct impact on the national energy supply. Additionally, the energy sector as a whole has regulations that mandate strict security and operational standards.
Unlike other industries, power generation never sleeps, so IT support systems must be equally reliable and responsive, 24/7/365.
Finally, the SEAS IT team not only serves internal teams, but it also coordinates with procurement, security, facilities, and specialized nuclear operations teams.
SEAS needed a Service Management platform that could handle all of the above.
When legacy systems become liabilities, it's time for change.
Before discovering Xurrent, SEAS's systems were outdated and "not up to security standards." Customization was complex, several features were missing, and reporting was nearly non-existent.
This led to low user satisfaction and "lots of end user complaints."
The search was on.
The evaluation process was led by two members of SEAS: Gabriel Farkaš, Information Technology Manager, and Roman Krč, Head of Telecommunications and End user devices. Another team member, Andrej Šenkeri, ICT Senior Project Manager, joined after the tender.
Miroslav Hlohovsky, CEO & Head of Digital at OMNICOM (an SEAS partner), came on board once the ink on the agreement was dry.
3 solutions were qualified for the tender: ServiceNow, JIRA Service Management, and Xurrent.
And the winner was … Xurrent.
A 5-month implementation
While we pride ourselves on implementation times in as little as four weeks, this one for SEAS was massive — 5 months was exceptionally fast considering the following:
- 50,000 Configuration Items (CI) to import
- 5,000 end users to support
- 180 IT internal and external IT specialists to train
SEAS ran a short pilot with multiple teams who "loved the great user experience." They spent some time upfront training IT teams and end-users before the official launch.
The feedback was all positive, and the "impact was immediate."
And the results. Wow.
Metrics and stats and insights. Oh, my.
There is no straightforward way to incorporate this into the SEAS story, so let's just share all the goodness in one fell swoop, shall we?
Over the past 6 months, here is what SEAS reported:
Request Processing:
- 2,500+ requests processed monthly (30,000+ annually)
- 32% via Self-Service Portal (previous solution: <5%)
- 11% automatically created through integrations
- 43% of total requests bypass manual agent creation
Automation Impact:
- 500 workflows and 6,000+ tasks managed monthly
- 50%+ of tasks are fully automated
- 266+ hours saved per month through automation rules (within 2 months of go-live)
- 3,200+ hours saved annually
... and a 96% satisfaction rate with IT services. "Xurrent enabled systematic measurement of customer satisfaction for the first time, ever."
These impressive numbers tell only part of the story. Behind each percentage point and saved hour are real-world examples of how Xurrent maximized SEAS’s operational efficiency.
Critical systems require (and get) automation accuracy
In an environment where accuracy is a matter of safety, SEAS needed automation that delivered both efficiency and precision. Here's how they achieved it:
CMDB Automation
Traditionally, when IT specialists work on tasks, they must separately log into the Configuration Management Database (CMDB) system to manually update configuration item (CI) records about the changes made.
With Xurrent, this all changed — for the better — for SEAS.
"In workflows, there are certain tasks and a specialist chooses a CI that then gets updated. No need to go to the CMDB system to update manually. This also ensures accuracy, which is important in this nuclear environment."
Employee Onboarding
Bringing on new employees is often a very manual process involving countless forms, repetitive data entry, and back-and-forth communication across departments. Each step is prone to delays, errors, and wasted time before a new hire is fully operational.
With Xurrent, SEAS automated 25% of its 40 task workflow, and the process is triggered via SAP integration. And this is just the beginning. They have plans to further expand this automation.
System integration
Like most enterprise organizations, SEAS utilizes various technologies to manage its operations. Its tech stack includes:
- SAP (many different modules)
- Zabbix and 3 more applications for monitoring systems
- Microsoft Identity Manager (MIM) for identity management
With Xurrent, the integration capabilities are endless.
Our Developer website is specifically designed to facilitate easy integration with other applications for developers.
Beyond technology: strategic partnership success
Xurrent has helped bring automation and order to the SEAS processes, but it did not achieve this incredible success on its own. They attribute much of the progress to their partnership with OMNICOM.
Miroslav Hlohovsky, CEO, Head of Digital of OMNICOM, and his team were there from Day 1:
“We worked directly — daily — with SEAS to ensure everything went smoothly. We helped build 90 workflows, each of which included many tasks; trained nearly 200 IT specialists; and assisted with various integrations — some Xurrent out-of-the-box, as well as a few custom integrations.”
OMNICOM set up 160 services and over 400 service instances across six different locations/power plants — all of which were using their own IT systems — that create their own IT services. Each location has its own service instance.
Miroslav shared how they “became part of the SEAS team,” cooperating and collaborating daily. And that relationship is ongoing — support and future customizations.
The SEAS team agreed.
"OMNICOM was a key to our success. We are fortunate to have an incredible partnership with their team, who served as a key driver in reaching our implementation deadline and goals — both current and future.
“OMNICOM understood the history of issues with past solutions," they continued, “and used that information to avoid those issues in the future.”
Speaking of the future, what does that look like for SEAS + Xurrent + OMNICOM?
SEAS is excited about the tremendous opportunities to use "even more" automation, to uncover more use cases to save money and time, and become more efficient.
Additionally, AI.
"We need to really explore how to best leverage AI, especially with Xurrent's recent announcement around Sera."
Xurrent is here for it all. We can't wait to continue celebrating the success of SEAS.
