Q: Can you introduce yourselves, please?

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Maarten De Ridder: My name is Martin De Ridder. I'm a Xurrent practice team lead at Stefanini. 

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Nico Verpoorten: I'm Nico Verpoorten. I'm the head of ICT operations for Stefanini, responsible for the North America EMEA and APAC region. Been working for the company for 22 years.

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Q: What does your ITSM environment look like today, and how critical is it to your business operations?

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Maarten De Ridder: My team uses this (Xurrent) as an MSP solution because we deliver those services both internally and externally, and so we use it a hundred percent of the time pretty much because that, that's just our daily activities. We track time in it. SLAs, of course, we can, uh, report the SLA adherence to our customers, and that's important for our business.

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Q: How did your previous solution negatively impact your business?

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Nico Verpoorten: Due to the fact that, uh, it always required upgrades and it wasn't really worked on anymore by the software provider. We weren't able to provide cutting edge technology to our end users. It almost felt like we were giving them an old fashioned tool. They knew from experience that there were other possibilities, other tools out there that could do much more.

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And that, our own tool was not giving them that.

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Q: What made you start looking for a solution?

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Maarten De Ridder: It was a almost a no longer maintainable solution. And we wanted to stay competitive, honestly, because the time we were spending on keeping those systems up and running or trying to do so, keep the upgrades, uh, on a reasonable cadence. That was really taking a lot of focus. Plus also the fact that the tool set we were on was really getting outdated so we needed something new, something more future proof.

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That's when we started to pretty much look for multiple solutions. Pretty much, yes.

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Q: What made Xurrent stand out from other vendors?

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Nico Verpoorten: The training that is available and my entire team was able to follow those trainings and kind of adapt to the tool very fast. And even more, they are now even building our tool further. They define those services that we have. They, they work on automations themselves. Yeah, user friendly, both for the analysts as well as for the end user I think was a, a great plus for Xurrent.

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Maarten De Ridder: What also got us over the um, decision was that Xurrent themselves were providing really good support to us. We were able to build a very strong relationship. That was just something we also missed with the previous provider.

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Q: Can you share an example of a business problem that is now solved more effectively?

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Maarten De Ridder: We come from an environment where both customers and ourselves had different instances. This was pre-Xurrent of course. And so oftentimes that meant waste of time or loss of communication because tickets had to be recreated on the other side, communication didn't go fluent. And so with Xurrent, that's just a breeze, you know, even us, if we ever, uh, need assistance from Xurrent, we can forward the ticket onto them.

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Everything is measurable and gets tracked inside the same tickets. And that's, uh, that's really nice.

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Q: What would you say to another company considering Xurrent?

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Nico Verpoorten: I would say just give it a try. We liked it. See whether it's the tool that fits your business. A lot of things are built in, not everything, but often I find you guys being thinking ahead, like, okay, it would be interesting for our customers if we can do this. And then, uh, yeah, a few weeks or sometimes months later, it's available, it's announced in the tool, and that's pretty cool.