Success Story with KWC Professional
17.04.2025
- MINIMAL OPERATING COSTS
- FAST, SEAMLESS INTEGRATIONS
- GO-LIVE IN 5 WEEKS
- AI SERVICE DESK
Industry
Locations & Scope
Switzerland, Germany, Austria, Finland, UK, UAE
800 end users | 55 specialists
Challenges
Seamless replacement of the legacy system Ensure broad functional coverage Third-party integration Measurable reduction in workload Gain customer acceptance Fast integration
Solution
Xurrent® combines ITSM with ESM and SIAM capabilities making it possible for all internal departments, such as IT, HR and FM to work seamlessly with each other, as well as with external managed service providers.
A DRIVE FOR INNOVATION IN ITSM, TOO. KWC OPTS FOR A TAILORED AND FLEXIBLE SOLUTION
As an internationally active company, KWC has combined tradition and innovation for more than 150 years as a specialized system and solution provider for washroom equipment and intelligent water management systems. As part of a comprehensive realignment of its IT landscape and a strategic change in its service provider structure, Dr. Jan Hachenberger focused on one central goal: to significantly improve service quality while reducing costs for the long term. This included replacing ServiceNow, a step that was not only technically but also strategically significant. The search was on for an innovative solution tailored precisely to KWC, with a flexible licensing model and comprehensive functionality. The decision was made quickly:
“Xurrent won us over with its broad functional range, its ease of use and, above all, its flexible and attractively priced licensing model.”
“Xurrent is my Swiss Army knife for enterprise service management”
Dr. Jan Hachenberger
Chief Digital Information Officer
Xurrent set new standards and replaced the previous solution in no time.
LIGHTNING START WITH XURRENT: SUCCESSFUL GO-LIVE IN JUST FIVE WEEKS
The Xurrent implementation kicked off in mid-January. The project team, made up of blu and KWC’s two departments IT Infrastructure and IT Application, worked hand in hand to go live five weeks later on February 24, 2025.
“I’m thrilled with how quickly the project was delivered, and the users are absolutely delighted.”
Alongside the project, the future specialists were trained and enabled to use the full range of functions efficiently. An account owner was also trained to design processes, manage the system and develop it further independently.
THE XURRENT IMPLEMENTATION DELIVERED SIGNIFICANT GAINS IN SYSTEM EFFICIENCY AND USER SATISFACTION
- Consistently positive feedback from end users and specialists
- Enthusiasm about the many easy-to-implement out-of-the-box features
- Flexible licensing model and easy self-administration
- Fast onboarding of service providers for seamless collaboration
- Simple, intuitive operation and customizability
- Greater transparency across all processes
- Self-service portal in KWC design
- AI-powered platform
ACTIVE MODULES & INTERFACES
The following modules are currently in use:
- Self Service
- Service Request Management
- Service Level Management
- Incident Management
- Measurement & Reporting
- Knowledge Management
- Asset & Configuration Management
- Change Management
- AI
- Broadcasts
- Apps from App Store
- Dashboards & Reports
- Workflows & Automation Rules
- Agile Boards
Coming soon: Demand Management, Joiner – Mover – Leaver, Project Management, Digital Application Portfolio
The following interfaces were connected: AD & MS Entra, SSO, Intune, Jira
“The project was a complete success,” said Jan. “The team at blu shares a similar mindset to ours, which made working together very enjoyable.”
Download the success story here:
“The team came together harmoniously in a short time and worked efficiently and with full commitment toward the go-live. Team spirit? We had it! Well-coordinated, honest, effective.”
Nina Schmitt Project Manager, blu Systems GmbH