About Circet
Circet was founded in 2000 as a pure field services organisation. By 2016 the company had grown into the market leader in IoT/ICT services in the Benelux, carrying out more than 17,500 on-site service visits daily with a team of over 1,500 service technicians.
The portfolio spans field services, remote services, outsourcing, automation and software, with a strong focus on IoT/ICT service management and continuous innovation.
Challenges
Years of growth and acquisitions increased complexity at Circet, resulting in a fragmented landscape of tools. To support this growth and strengthen remote services, Circet needed:
- Standardised, simplified remote service management
- A cloud-based, scalable solution with a pay-per-use pricing model
- Multi-tenant architecture for high security and data segregation
- A configurable self-service portal for customers
- Fast implementation and minimal maintenance
- Seamless integration with Circet's Service Cruiser platform
- Automation to shorten lead times and improve predictability
The solution: Xurrent
After a thorough selection process and a proof of concept, Circet chose Xurrent as its primary service management solution for its complete functionality, scalability and multi-tenancy, supported by onITnow as implementation partner.
Key features:
- Real-time access for customers and technicians to view the status of requests
- Dashboards and reporting for quality and efficiency management
- Easy configuration and self-sufficiency for Circet
- Seamless integration with Service Cruiser
- Out-of-the-box best practices for ITSM processes
Implementation
The first implementation focused on a complex remote and field services contract and was completed in just three months, on budget and on schedule. The success of this implementation paved the way for a broader rollout to other contracts and internal departments.
Results
- Improved efficiency: a significant reduction in email and Excel use
- Faster lead times and improved predictability of requests
- Standardised workflows and better operational insight
- Support for the continued growth of remote service desk activities
- Expansion of Xurrent use to internal IT, HR and fleet management
Thanks to Xurrent, Circet can manage its continued growth while increasing quality and efficiency. It also offers an excellent user experience for both customers and technicians.
Why Xurrent?
- Complete, integrated functionality
- Competitive pricing
- Multi-tenancy and scalability
- Strong collaboration with onITnow
Looking ahead
Circet plans to expand its use of Xurrent further by integrating IoT monitoring and machine learning to further improve automation and customer experience.