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POPX delivers operational efficiency and advanced customer service 

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POPX supports CSI on its digital transformation journey

CSI Ltd is a leading IT Managed Service Provider of world-class Hybrid Multi-Cloud, Data Protection and Cyber Security solutions.

The company is embarking on a period of digital development to modernise practices and operations with new standards and agility that connect the back, middle and front offices. The strategic imperative is to deliver high customer satisfaction and value, supported by the POPX MSP Platform.

Project goals

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Enable advanced customer service

Adopt self-service customer portal and workflow automation.

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Improve service levels, loyalty & retention

Enhanced experience to raise CSAT scores and support scalable growth.

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Streamline service delivery management processes

Remove barriers of legacy platform and implement accurate CMDB.

About CSI

CSI specialises in IT Services for clients that operate highly regulated and secure environments. The company works with customers to modernise, migrate and manage complex workloads in hybrid and multi-cloud architectures.

CSI is on a journey to drive innovation for clients through strategic partnerships, aligning closely with ISVs and international businesses across the market.

Internationally, CSI has achieved strong growth, both organically and through acquisition.


 With new additions to the Group over recent years, the priority shifted to find a better way to integrate the acquired businesses by moving everyone to a single operations platform of choice, with the very latest advances in service management technology.

The company is making significant investments to digitally transform and improve functions across the business, with a key focus on the company’s core objectives of constantly improving service levels, customer loyalty and retention. One of the stated goals of the project was to streamline CSI’s service delivery management processes and enable advanced customer service.

Challenges

In the past, CSI had been challenged with a legacy service management platform that it had outgrown and was not aligned to its transformation journey, including automation, self-service and ITIL alignment – specifically, an accurate and discovered Configuration Management Database (CMDB) and process model. 

As the system had been highly customised over the years, it had become cumbersome to maintain and develop. A strategic decision was made to adopt the very latest technology via an enterprise platform to support modernisation, transformation and ultimately scalable international and profitable growth.

"We quickly realised that the fully managed approach, offered by POPX, reduced much of the risk and financial uncertainty [to implement ServiceNow as our chosen solution]. We also benefit from a lasting partnership that provides expertise and guidance throughout the journey."

Matt McCahill circle Matt McCahill - Chief Services Officer - CSI

POPX Solution

New digital workflows, service automation and a modern customer portal have all been created and are now delivering improved employee and customer experiences. This has helped productivity levels and invigorated the CSI team. Other improvements have been made possible by implementing a CMDB, which will act as a unified and central store of information and a single source of truth for operational data.

The new MSP Platform has also allowed CSI to consolidate and simplify its customer Service Level Agreements (SLAs), which through growth and client acquisition had become complex to manage and report upon.

They were consolidated down into a consistent standard that can now be applied and managed more easily.

McCahill states: “Advanced SLA alignment and optimisation across our service portfolio is just one of the examples of how we’re raising standards across our operations. Such operational improvements help demonstrate to our clients the level of professionalism and dedication we provide in catering to their needs and aligned to their requirements. Ultimately, this helps solidify their trust in CSI as the right partner of choice.

Products Deployed:

  • POPX MSP Platform
  • Customer Service Management
  • IT Service Management
  • Discovery & Event Management
  • Customer, Partner & EmployeePortal
  • Service Catalog & Self-Service Request Fulfilment
  • Automated Monthly Service Reporting
Service Provider

Improved CSAT & NPS

Customer satisfaction surveys and NPS scores are available in real-time, empowering teams to act proactively and drive service improvements as required.

Enhanced utilisation

Reducing the number of unnecessary alerts has
reduced the time required to deal with them. This has seen a significant improvement in service levels as CSI better utilises resources.

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Outcomes

Malcolm Cocking, Transformation Director at CSI, said: “The long-term partnership and fully managed service provided by POPX, both reduces and shares the risk of adopting a complex technology like ServiceNow. Equally important was the POPX team not only understood our needs immediately, but also spoke our language. They clearly know the MSP industry, and as a result have been easy to work with. From day one, it felt like they were an integral part of our team. We have an ambitious and multi-layered programme of transformation initiatives across CSI, of which this is just one, and I’m happy to say POPX has performed brilliantly under tight time pressures.”

Other positive outcomes have been derived from service automation, specifically when applied to event management. These new workflows have replaced many hours of manual effort and significantly reduced tickets by thousands a month, improving the customer experience and freeing time and resources to focus on higher-value activities.

With the CMDB in place, getting to the data quickly and easily means monitoring and reporting processes have also been streamlined and automated, saving time and improving service levels. Monthly reports are now available automatically, vastly reducing the time it used to take Service Delivery Managers to prepare them.

The newly automated customer satisfaction (CSAT) surveys have helped transform the way customers are supported as Support Agents now get immediate feedback. This gives a transparent view of how the team is performing, so high achievers can be recognised and issues remedied quickly.

This information also feeds into Account Management, Service Delivery and Project teams, helping them to enhance customer relationships by focusing on where improvements can be made. This is part of CSI’s investment to nurture their flourishing culture of continual service improvement.

Portal experience

The new self-service customer portal allows customers to view the status of all their services. The key interface with customers is the new self-service customer portal. With continuous development planned to optimise the customer experience, the portal helps differentiate CSI from competitors by allowing a level of transparency and engagement beyond anything customers had experienced before. This demonstrates CSI’s desire to invest in technology that helps create business value by directly enhancing customer interactions.

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