NEXE Group
NEXE Group was "flying blind" with nearly 2,000 employees across 52 locations in 13 companies operating in 3 countries. The outdated Lotus Notes Help Desk created a reactive IT environment with no centralized visibility into service level agreements, antiquated email and phone-based processes, and "ghost accounts" when employees left. Communication and information flow were causing operational havoc across the distributed organization.
NEXE Group implemented Xurrent's cloud-native ESM platform to shift from reactive to proactive service management across 5 support domains (IT, Workplace Safety & Waste Management, Facilities Management, Accounting, and Technology & Product Quality). The platform provides centralized visibility, automated HR integration for onboarding/offboarding, and workflow automation that enables their 27-person IT team to confidently manage 15,000+ requests annually with complete transparency across all locations.
Modern leadership in action: NEXE Group’s ESM journey across 52 locations
“We were flying blind.”
With nearly 2,000 employees across 52 locations in 13 companies operating over 3 countries ... not knowing what was happening (when and where) was causing havoc for NEXE Group (NEXE).
“We were in reactive mode,” shared Zoran Ljubic, IT director of NEXE Group. “Communication and information are everything, and we were struggling in both areas.”
NEXE Group is a leading regional manufacturer of building materials. With operations spanning 3 countries — the Republic of Croatia, Bosnia and Herzegovina, and Serbia —the company produces construction materials such as cement, concrete, aggregates, concrete elements, roof tile, and brick.
The lack of information, coupled with limited solutions to help follow or improve existing processes, was wearing on NEXE’s IT director, Zoran Ljubic. His decades of experience in service management told him something had to change, and quickly.
Zoran and team began searching for a replacement for the outdated Lotus Notes Help Desk. They were seeking an ITSM solution that was easy to use, modern, and effective in implementing processes.
NEXE evaluated several ITSM platforms, including Xurrent, CA Service Desk (now part of Broadcom), and BMC Remedy.
Ultimately, Xurrent was the clear winner.
In addition to the most common motivations for organizations choosing Xurrent, NEXE ultimately chose Xurrent based on a couple of overwhelming reasons:
- Enterprise-grade ITSM capabilities without the complexity, cost, and lengthy implementation timelines of traditional solutions
- A modern AI-driven automation solution
- A cloud-native platform that automatically scales with business needs.
- Easy integrations with existing NEXE business solutions
- Compliance and regulation aligning
NEXE was also impressed with our focus on services rather than Configuration Items (CIs). This focus on services is important because it better aligns with how modern enterprises think about value, outcomes, and accountability.
From reactive “flying blind” to proactive processes
Using email to coordinate all service management processes proved to be an unsustainable solution. As mentioned, NEXE was in a “reactive IT mode” and desperately needed to shift to a proactive and predictive approach.
“It was challenging to put together the picture of ‘where we were’ and ‘where we are going,’” shared Zoran. “We needed a centralized view of SLAs. We need to cut down a number of our antiquated email and phone call ‘processes.’ We needed a solution for ‘ghost accounts’ when an employee left the organization. We needed to stop flying blind.”
Xurrent changed everything.
“In Xurrent, we can see it all and analyze what is happening,” Zoran said. “Business systems, hardware, telecom, printers, PCs — we support all of it across 13 companies in 52 locations.”
Fast forward to today, 3 years after the Xurrent implementation, and NEXE has 800 end users leveraging Xurrent ... out of nearly 2,000 employees, including 27 people in IT.
NEXE is using Xurrent to seamlessly collaborate across 5 support domains, with expansion plans on the near horizon.
- IT support for every part of the business.
- Workplace Safety & Waste Management to manage workplace injuries, safety incidents, and waste handling
- Facilities Management to manage equipment failures and shift activity reports..
- Accounting reports to manage inventory write-offs and transfers, integrated with ERP Navision
- Technology & Product Quality to support the process for developing new products (cement, bricks, etc.)
“We are no longer reacting. Everything we do is proactive.”
HR integration & workplace management were big wins
An early “win” for NEXE was the HR integration.
Using Xurrent, the team implemented a new onboarding and offboarding process. As HR adds employee information to the HR system, Xurrent automatically starts the onboarding workflow. Each support team receives the correct task to provision all necessary access and equipment.
Xurrent also helped NEXE solve the challenges it was having with internal role changes. Before Xurrent, IT didn’t know when an employee changed jobs, so the system access was all wrong. In fact, NEXE had to perform manual checks twice per year to reconcile everything << reactive.
With Xurrent, that problem no longer exists. When someone from HR changes a user's role in the HR solution, the process automatically starts in Xurrent and assigns relevant tasks to the specialist teams, which makes all the required changes — adding new access/licenses, removing old access/licenses, etc. And those “ghost accounts” when an employee leaves the company? Gone.
Additionally, thanks to Xurrent, NEXE has also developed robust processes to overcome the key business challenges. One of them is workplace injuries.
End users now can easily submit a request through the self-service portal to initiate the process — one that is “highly sensitive with significant legal implications.” NEXE instantly collects all the relevant details surrounding the injury, complete with an audit log of all entries. Everything is documented through Xurrent, so there is less risk of losing or missing information. They can also now report on incidents across the company.
Did we mention NEXE’s plans to continue growing its Xurrent usage? They are just getting started.
“Every day I find something even more useful in Xurrent.”
End-users love Xurrent.
It’s much easier to create a request in Xurrent than to use email. Everything is in one place, integrated with NEXE’s ERP and other business systems.
According to Zoran, the team loves Xurrent’s dashboards and reporting. They love how IT KPIs, SLAs, and so on are all automatically calculated. They love the integrations and automated workflows.
“With Xurrent, we can do almost anything someone can imagine,” said Zoran.
Xurrent makes NEXE more efficient.
📊 Dashboards enable decision-making with instant data. There’s no need to wait for hours for a report to run.
🚛 Communication has improved significantly. NEXE can easily track deliveries and schedules for the business.
⚡ NEXE’s small IT team (27 in total) manages much more than they could without Xurrent, handling more than 15,000 requests per year.
“With Xurrent, you can’t miss things. It makes sure you know that something important is waiting for you.”
Xurrent: A perfect match.
NEXE Group's journey from "flying blind" to proactive and predictive service management demonstrates the power of the right ITSM solution.
What started as a desperate need to replace an outdated help desk system evolved into a comprehensive digital transformation that now spans five support domains across 52 locations.
Today, NEXE's 27-person IT team confidently manages nearly 15,000 requests annually for 2,000 end-users, with clear visibility into every process and automated workflows that prevent issues before they occur.
And NEXE is far from done.
The team is starting to use Xurrent to help it develop new business products and services. Why? Xurrent data helps identify the gaps.
The relationship with Imaves has been critical to NEXE’s success. As one of its most trusted partners, Imaves helped choose Xurrent and demonstrated to NEXE that essentially any process can be implemented in Xurrent. As Zoran says, “They are quick and responsive.”
Zoran sums it up best:
“Xurrent is a perfect match for my IT operations. It’s extremely useful for us, as all information is in one place. It’s easy to use, easy to implement, and can do almost anything you imagine.”
Say goodbye to reacting. It’s time to be proactive with your Service Management.
