Auxilion reduces cost, risk, and increases speed to market for customers

Auxilion is a multi-award-winning IT services provider, combining expert consulting with diverse digital technologies to create bespoke workplace solutions for public and private sector organizations in Ireland and the UK.

The company has been investing in new technologies, including ServiceNow Technology Provider Service Management (TPSM), to continuously improve its own performance and efficiency, and to enhance the service delivery and support capabilities that it curates for customers.

This reflects the rising demand for refined IT user experiences and the need to digitize processes and harness data sources, with service management creating a single model unifying digital operations and simplifying IT. The investment is driving Auxilion’s growth strategy, targeting small and medium-sized businesses in Ireland and the UK.

Auxilion’s new service management ecosystem, with TPSM and its single data model at its core, allows it to integrate with customer ecosystems, to orchestrate previously disparate data held in legacy systems, and to improve transparency, quality, and speed of service. It also simplifies the management of technology infrastructure and provides a unified platform for visibility and efficiency, reduced downtime, and peak performance across IT tools and systems.

Agents proactively serve customers with real-time insights, while the automatic generation of proactive cases ensures better communication and a seamless experience.

In fact, Auxilion’s investment has paid dividends in the form of new business wins worth €8 million. Its goal is to complete the migration of all customers onto the platform by the end of 2024, each served independently in the one-to-many model at the heart of Auxilion’s ecosystem. It’s this model that enables service agents to switch seamlessly and securely between customer organizations and teams and to prioritize tasks. This maximizes the productivity and profitability of Auxilion’s own teams, reducing agent recruitment and training costs.

TPSM also provides structured, repeatable, and transparent customer onboarding into Auxilion’s ecosystem, through the fast, efficient, and secure acquisition and rationalization of data, utilizing AI and machine learning. It also enables fast and cost-effective upscaling and downscaling, to seamlessly meet evolving customer requirements.

A key component in Auxilion’s successful deployment of TPSM is the ongoing support it receives from its Dublin-based, ServiceNow Elite Partner, Konversational Consulting. Together, Konversational and ServiceNow enable Auxilion to focus on its core principles—people, productivity, and innovation.