Demo

One customer experience. One platform.

ARO

ARO transforms operations, service and business functions  

ARO (previously Arrow Business Communications), is one of the UK's leading independent providers of collaboration, connectivity, cyber security and cloud and infrastructure managed services.

For ARO to continue its growth trajectory and focus on customer experience, a strategic decision was made to invest in the latest service management technology aimed at enhancing both employee and customer experiences. 

Project goals

System consolidation

System consolidation

Ensure all operations work to a single common standard.

User experience

User experience

Improve quality and customer satisfaction.

Operational efficiency

Operational efficiency

Turn operations into value-creation machines.

About ARO

Following an intense period of growth through acquisition, the business imperative pivoted to ensure all operations in the acquired businesses consolidate into a single standard.

The initiative, labelled “One Customer Experience. One Platform”, aims to give ARO the advantageous capability to quickly integrate acquired businesses onto a future-proofed service management solution.

Challenges

After narrowing down the technology choice to ServiceNow, ARO selected POPX as the ideal option to de-risk their investment with a fully managed service, run by skilled ServiceNow specialists with experience in the managed services sector.

Jason Briscoe, Chief Operating Officer said: “Too much work in our industry is delivered by committed people using manual, isolated processes, and aged tooling. 

All this leads to frustration, ineffective delivery, inflated overheads, greater risk, and an inability to manage cost and quality, all at the expense of customer satisfaction. 

As we acquire new businesses, and to help realise the maximum value from those investments, we will integrate them onto the very best service management platform available. In this way, we aim to turn the operations of every part of our growing business into scalable value-creation machines.”

"With POPX, we can integrate previous and future acquisitions onto one system, resulting in efficient operations that deliver an outstanding customer experience."

Richard Richard Burke - CEO - ARO

Products Deployed:

  • POPX MSP Platform
  • Customer Service Management
  • IT Service Management
  • Agent Mobile
  • Event Management
  • Customer & Employee Portal
  • Service Catalog & Self-Service Request Fulfilment
  • Automated Monthly Service Reporting
  • Performance Analytics
Service Provider

Outcomes

The POPX MSP Platform is designed to accelerate and de-risk digital transformation for Smart MSPs by enabling them to onboard ServiceNow faster, with greater transparency on cost, timescales and added value.

The MSP Platform allows tech service providers to consolidate applications, integrate internal and supplier systems, and deliver service automation for key processes. 

Burke concludes: “Service value and customer experience runs through our DNA and that’s why we wanted to enhance our service proposition to truly deliver on our promises today but ensure we have a platform that scales for tomorrow.”

The fully managed service from POPX includes all integrations, development and enhancements, upgrades and maintenance, as well as training and the day-to-day support of running a complex technology.

To discuss how POPX can help you achieve similar outcomes