- Everyone now works in the same, standardised way
- Seamless integration with customers and suppliers
- More efficient, more customer-focused service delivery
A new service platform and a completely new way of working
Managed Services Provider Ctac Group took on the challenge and, together with trusted advisor onITnow and service management platform Xurrent, successfully transformed its own service management approach into a more standardised, efficient and service-oriented organisation.
The need for Service Management 2.0
The existing service management tool no longer matched the needs of a fast-growing, service-oriented organisation. Ctac needed a more flexible, future-proof solution. To scale effectively, the organisation wanted to improve efficiency and strengthen customer focus — priorities that stand or fall with having the right tools.
After a brief evaluation of several solutions, the Ctac and onITnow teams quickly landed on the Xurrent platform as the best match. Bob Hagers, Manager Service Improvement, led the switch from TOPdesk to Xurrent. The main reasons for choosing Xurrent:
- A service management solution that genuinely supports a service-oriented approach. Xurrent met that requirement right away.
- A platform that integrates smoothly with Ctac's systems and enables secure, seamless collaboration with suppliers and customers. With its Account Trust feature, Xurrent stood out from the competition, offering precise control over which roles, tasks or data are shared.
- One standardised way of working for the whole group. Thanks to Xurrent's built-in process model, that happens automatically.
We were looking for a mature service management solution that enables service-oriented working, integrates easily with external parties and offers a built-in process model that enforces standardisation. Xurrent met all of those criteria and fitted our size and our budget.
onITnow as a trusted advisor and partner
For this transition, Ctac chose to work with onITnow, a trusted name from earlier collaborations. Bob: "We already knew onITnow and knew they had the right expertise, experience and people in-house. They weren't just an implementation partner — they were, and still are, a genuine trusted advisor throughout the entire process."
onITnow supported Ctac from the start: from tool selection through implementation to support after go-live. They provided subject-matter expertise, project management and extra capacity where needed. "We know we can always rely on onITnow. That gives real peace of mind on a project of this scale," says Bob.
The implementation: a critical process built on close collaboration
"Implementing a new service management platform is a bit like open-heart surgery: you disconnect all the vessels and reconnect them to a new engine. It's a major procedure, and everything depends on it," says Bob. "That's why it was so valuable to have a partner we could fully trust."
This implementation coincided with the migration to a new, cloud-based SAP S/4HANA system. By integrating Xurrent and SAP, Ctac keeps its service catalogue and administration perfectly in sync.
To guide this process, a joint Ctac and onITnow steering group met every two weeks to review decisions, flag bottlenecks and keep the project on track. "Thanks to the close collaboration and solid project management, the whole operation ran very smoothly," says Bob. "We got the right answers at the right time, and onITnow wasn't afraid to say when something needed to change. That made the whole project predictable and manageable."
Training and awareness
A crucial part of the project was driving adoption of the new platform. Ctac appointed key users across fifteen departments, who were trained and then helped onboard their teams. These key users took part in deep-dive sessions on topics such as incident handling and workflows.
To raise awareness, internal messages were shared via narrowcasting screens, and key users regularly highlighted functionality in an Enterprise Service Management (ESM) "pulse", covering topics such as broadcasting and knowledge management. There's also a fortnightly walk-in office hour where employees can ask questions and get support.
Together with onITnow and Xurrent, Ctac created Dutch-language manuals, including material for subcontractors using Xurrent. Significant investment also went into the customer journey, to guarantee a smooth transition for everyone involved.
Fast adoption
"Adoption went better than expected," says Bob. "From day one, employees embraced the platform as intuitive. They're still discovering new possibilities and even suggesting improvements themselves. That says a lot, especially since many people had used the previous system for nine years."
Almost 500 employees now work with Xurrent. They find it user-friendly and proactively contribute ideas for new functionality. They see how it improves efficiency and prevents bottlenecks. Unlike before, tasks no longer sit stuck in someone's inbox while they're on holiday — Xurrent safeguards continuity.
That satisfaction isn't limited to internal teams: customers already using the new system report a similarly positive experience.
Impact across the whole organisation
One year after go-live, Xurrent is performing excellently and has grown into a fully-fledged enterprise solution. "Everyone at Ctac now works in the same structured, efficient way — that alone is a huge improvement," says Bob.
The key benefits at a glance:
- One standardised way of working: Xurrent's built-in process model enforces a uniform approach, delivering clarity and efficiency. Roles are clearly assigned, so employees know exactly whether they're dealing with a problem, a workflow or a request.
- Real-time insight and reporting: what used to take months to produce is now available instantly. Employees easily create and consult clear dashboards, driving broad adoption across the organisation. Customers value the real-time reporting too.
- AI support: AI is reducing the workload on the service desk. Summaries in Xurrent are highly valued, and customer requests are automatically routed to the right team, improving the customer experience.
- Organisation-wide adoption: the platform is used across the whole organisation, from HR and Facility Management to Resourcing and Finance — a genuine Enterprise Service Management (ESM) approach.
- More autonomy and ownership: Ctac now manages most support requests and tool configurations itself, removing heavy dependence on external suppliers. Xurrent's service-driven model also means every service now has a clear owner.
- Consistent customer satisfaction: users can rate interactions with a thumbs up or down, and give positive feedback in more than 90% of cases.
Expectations exceeded
Perhaps the most striking thing is that the project went exactly to plan. The whole process had remarkably few surprises — and that was actually the biggest surprise of all. We went through a complex change where you'd normally run into a few walls, but we didn't hit a single obstacle. The transition was seamless; today everything runs fully operational and crystal clear.
Looking ahead: the strategic roadmap
The implementation of Xurrent is complete, but the partnership continues. Ctac and onITnow are already preparing strategic roadmap sessions to explore future optimisations and feature expansions.
We're now looking ahead with confidence. onITnow and Xurrent give us the foundation to keep growing and serve our customers even better. And that's what it's ultimately all about.
About Ctac Group
Ctac Group is a publicly listed Managed Services Provider (MSP). As an expert in SAP and Microsoft services and solutions, the company supports mid-sized and large enterprises. To support its ambitious growth plans, Ctac wanted to further modernise and standardise its own service management capabilities.
Company facts:
- Founded in 1992
- Around 500 employees
- Head office in 's-Hertogenbosch