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Standardised, scalable service management operations

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POPX accelerates the onboarding process for MSPs

Red Helix is a market leader in network performance and cybersecurity, ensuring clarity, confidence and certainty for businesses on their digital journey. They act as a trusted advisor to companies across a wide range of vertical sectors, providing a calm and constant source of protection and optimisation for mission critical platforms across the UK.

Several solutions were considered and, following a due diligence process to identify the service management platform of choice, it was decided that ServiceNow would provide the desired levels of functionality, flexibility and scalability.

Project goals

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Replace legacy tech

Remove limitations impacting the company’s ambitious growth plans

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Consistent experience

Ensure customer experience is consistent across wide portfolio

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Managed service

Eradicate shortcomings and cost of engaging expensive PS consultants

About Red Helix

Red Helix supports some of the biggest blue-chip brands in the country, as well as many UK mid-market organisations, with a service that goes beyond cybersecurity and network optimisation. Their attention to detail means a commitment to understanding the customers’ pain points and helping them navigate the associated complexities and challenges. This attentive and tailored approach keeps customers constantly resilient, protected and performing optimally.

Adding value to clients’ businesses is a primary focus for Red Helix but to do that effectively requires the support of robust service operations and the systems they run on.

Their legacy Service Management technology had its limitations, which the business felt would need to be addressed as they start a new and exciting chapter in the company’s ambitious growth plans.

Challenges

The company’s leadership had to decide whether to take on the task and responsibility of implementing and building out the ServiceNow solution or to take it as a managed service. It was understood that the first option would necessitate the support of professional services consultants to do the implementation, who would then hand over to an in-house team.

However, the managed service option was attractive because not only does it remove the need to recruit ServiceNow professionals, but it also eradicates the shortcomings and cost of engaging expensive consultants, who move on after the initial work is done.

Further, because POPX takes on the responsibility of onboarding, enhancing and maintaining the platform, this helps mitigate the risks associated with investing in a large and a complex technology. Although there was experience of implementing ServiceNow with consultants at Red Helix, the fully managed offering from POPX was regarded as a serious alternative to be considered.

It was also important to implement a solution that could service multiple clients from a single platform and support associated complexities, such as managing Service Level Agreements (SLAs) and a broad service catalogue.

"Working with POPX is different from my previous ServiceNow experiences because they understand the specific ways we work as well as the processes, configurations and workflows we need to underpin our operations."

Marion-Stewart-circle Marion Stewart - CEO - Red Helix

POPX Solution

The standardisation of processes and SLAs help the customer support team at Red Helix increase their visibility and track what’s going on in real-time so that every client engagement is the best it can be.

Red Helix can now respond to customer requests and remediate issues more quickly, as well as receive alerts when tickets fall outside the set response time or are not updated. By giving the engineering team easy access to information they are empowered to carry out tasks quickly and accurately, so the client experience becomes more seamless and transparent. 

Faster time to issue resolution means more efficient use of resources and happier customers. Consequently, this helps keep the engineering team motivated and performing at a consistently high level.

By adding more value to the customer experience, Red Helix looks to provide industry-leading levels of service to clients, so they never have a reason to look elsewhere. They intend to do this by being easy to work with, combining the highest levels of technical competence with transparency and visibility into the service, providing access to the right people at the right time, making everything available at the customer’s fingertips and always being held to account on the promises they make.

Products Deployed

  • POPX MSP Platform
  • Customer Service Management
  • IT Service Management
  • Asset Management
  • Customer & Employee Portal
  • Service Catalogue
Service Provider

Cost effective

The speed of delivery we experienced using POPX to implement ServiceNow, has proven to be more cost effective than if we had taken the task on ourselves with a team of consultants.

Feature-rich technology

The standardisation of processes and SLAs helps the team increase visibility and track what’s going on in real-time.

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Outcomes

Using POPX helped accelerate the onboarding process due to their understanding of the managed services sector.

Marion Stewart, CEO at Red Helix said: “This was the fourth time I was about to put ServiceNow into a service provider business. Looking at the two different approaches, we could see how using POPX could accelerate the process and therefore the engagement experience with our clients. I knew it would take us a lot longer to do this ourselves, even with the help of consultants." 

"We could appreciate how having access to the pre-configured POPX MSP Platform, aligned to industry standards and their best practice ServiceNow specialists to guide us every step of the way, would save us significant time and effort. The key difference was that POPX would support us not just with the all-important technical expertise, but also with their industry knowledge of the managed services sector, and this elevated their offering to the top of the list.” 

Red Helix is creating the blueprint and setting the standard for how tech service providers of the future will develop their operations to prepare for growth.

Clearer analytics

Stewart states: “Working with POPX helps us make life easier for our clients so we can focus on adding more layers of value in every customer engagement. We now have wider visibility of client issues and insight through clearer analytics and reporting. This allows us to be more proactive, identifying patterns and behaviours that we can communicate to customers and make suggestions for appropriate action. This raises our client relationships to a higher level by giving them access to more detailed information that ultimately helps make them more secure and efficient.”

Knowledge Base

 

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