Sport Vision

Request volume tripled.
Customer satisfaction responses increased 5x.
SLA achievement improved to 97% for critical services.

And it all happened in less than a year. All, thanks to a new ESM in place.

Sport Vision Group operates 751 retail stores across 13 countries, selling sports apparel and footwear while serving as Nike's regional distributor. With 8,000 employees and 70 IT specialists supporting operations, the company was expanding rapidly.

But in 2024, they were managing all of this without a centralized service management solution.

Spreadsheets don’t scale

When Igor Svetek joined Sport Vision Group after 8+ years as an ITSM consultant, he found that each department used different tools: spreadsheets, email, and basic custom ticketing systems. Nothing fancy, all free and/or off-the-shelf tech.

This “tech light,” as you might imagine, had several negative consequences, including miscommunication, a lack of transparency, and decisions made on gut feeling rather than data.

"Before Xurrent, everything was urgent with no priorities. We had no centralized place for everyone to get their work assignments,” Igor shared.

Sport Vision Group faced some real challenges and pressure.

Its 751 stores required support across 13 countries, many of which spoke different languages. A large chunk of its store employees were “mobile-only” (no computers). In addition, it had over 30 partners that required vendor management visibility.

Finally, in the retail space, seasonal peaks put pressure on resources.

No SLA tracking. No performance metrics. For a company expanding across multiple countries, this wasn't sustainable.

As the Group Head of IT Services, Igor was given a mandate to accomplish the following:

1. Implement a standardized service management aligned with ITIL and ISO 20000.
2. Support multi-country operations.
3. Enable data-driven decision-making.

And so began the rigorous 6-month, 3-stage, multi-vendor search.

Beating some of the top ITSM vendors

As an IT guy, it's no surprise that Igor is organized and meticulous. He lives for order and structure and process.

With that in mind, Igor got down to the business of finding a new ITSM partner.

Stage 1 involved scouting 15 vendors using consistent, comprehensive criteria. Each vendor needed to deliver ITIL framework alignment, localization across all regional languages, mobile apps (critical for store staff without computers), integration with existing platforms, and a cloud-first architecture with GDPR compliance.

Stage 2 narrowed the field to the top 5 finalists. Igor sent detailed questionnaires — over 300 questions — and ran proof-of-concept demos with participating group heads. The contenders: Helix, Matrix 42, Xurrent, IFS Assist, and two other top ITSM vendors featured in the Gartner Magic Quadrant (MQ) for ITSM.

The top 3? Xurrent and two other top ITSM vendors from the Gartner MQ.

Stage 3 came down to financial proposals and the final decision.

"Out of the three options, Xurrent provided the best license model and technical combination," Igor explained.

The licensing model made sense. Xurrent's specialist-focused pricing aligns better with Sport Vision's needs compared to other vendors’ “per-user” models. Every modern enterprise needs a modern service desk solution, especially one that doesn't penalize you for growth or force you to pay for users who rarely log in.

Language translation was the knockout feature. Xurrent was the only solution that translated the entire ticket content seamlessly, not just the interface labels.

Igor loves that he can “translate a knowledge article in minutes and add it to the solution." This is essential for their organization, one that operates across 13 countries speaking Serbian, Bulgarian, Romanian, Greek, Czech, Slovak, Croatian, and Slovenian. “This capability,” as Igor shared, “was non-negotiable.”

"95% of translations are spot on," Igor added with a smile. "The other 5% give a good laugh."

Finally, all-inclusive functionality. Features like Demand Management, Project Management, Knowledge Management, and Time Tracking came standard with Xurrent — capabilities that would have been expensive add-ons with the other vendors.

The decision was made. Now came the implementation.

2 months, 8 days.

That was it. 68 days from purchase to production

August 2024 kickoff to mid-December 2024 go live.

The rollout, however, was phased by location and department. Remember Igor’s training.

Geographically, Sport Vision started in Serbia, then expanded to Bulgaria, Romania, and Greece. Next came Hungary, Croatia, the Czech Republic, and Slovakia, with additional countries continuing to roll out from there.

Departmentally, the initial focus was IT, facilities management, and marketing — supporting store operations across all countries.

“Having all information in a single place was a major win,” said Igor. “Better understanding of how operations are performed, how much work is being done, and the quality of work."

And they certainly could not have done this without the solid partnership of Imaves, which was “critical to success,” As Igor said, “We were really satisfied with Imaves as a partner. Our most professional partner that we use."

That partnership paid off immediately. By late 2025 — less than a year after going live — Sport Vision's results exceeded even Igor's methodical expectations.

The results: 97% SLA performance ... in less than a year

Sport Vision realized explosive growth without performance degradation.

• Request volume tripled, from roughly 900 requests per month in late 2024 to over 3,000 per month by late 2025.
• Self-service and mobile usage grew fastest, exactly what Sport Vision needed for a retail operation where many employees work exclusively on mobile devices.
• And with 30 partners now working directly in Xurrent, vendor management visibility improved dramatically.

SLA performance went from nonexistent to exceptional. Sport Vision now achieves 92-95% overall — up from zero baseline since no tracking existed before Xurrent. Critical services perform even better at 97%+. By November 2025, breach rates had dropped to near-zero. Average ticket resolution time? Roughly 10 hours.

Customer satisfaction told the same story. CSAT responses increased fivefold — from about 100 per month early in the year to over 500 per month by fall 2025. The feedback was overwhelmingly positive, and higher response rates showed users were both more engaged and more satisfied as service quality stabilized.

Igor: "With Xurrent, the most important work gets done first. Finally, we have one centralized place for everyone to get their work assignments. Now we have SLAs in place for our service delivery."

Xurrent now supports IT, facilities management (751 stores), marketing, HR (onboarding workflows with 25% automation via SAP integration), business intelligence, sales, and legal ... a true enterprise-wide adoption.

The operational maturity gains were equally impressive. Process stability improved dramatically in Q3-Q4 2025, with first-call resolution maintaining 25-50% despite tripling volume.

"Reporting is done in minutes," Igor noted, a stark contrast from the spreadsheet days. Auto-routing, auto-classification, and automated summaries through Sera AI are enabled and performing well, handling the intelligent work behind the scenes.

The bigger picture? Sport Vision moved from

• Reactive firefighting to proactive, data-driven operations.
• Gut-feeling decisions to systematic measurement.
• Fragmented tools to a unified platform across 13 countries.

"It seems like Xurrent developers really understand how support users really work,” concluded Igor.

The best is yet to come.

Sport Vision's momentum shows no signs of slowing.

Its 2026 roadmap includes integration with security monitoring and MDM solutions for automated incident response, continued geographic expansion to the remaining countries, and a major initiative to use Xurrent as the primary headquarters-to-store communication channel for all 751 stores — replacing fragmented tools with a unified system.

"Xurrent has delivered on everything we expected it to," Igor said. "Xurrent has been able to handle all of the use cases we need."

The partnership with Imaves continues to strengthen.

From 751 stores operating without centralized service management to 97% SLA achievement and 3,000+ requests processed monthly — in less than a year. Sport Vision's journey shows what's possible when rigorous vendor selection meets the right platform and strong implementation partnership.