AIXIA is one of the Nordic region's leading players in AI and IT. The offering spans IT operations and infrastructure through to advanced AI solutions and in-house MLOps development, and the company is NVIDIA's exclusive partner in the Nordics for DGX SuperPOD.
It is a business developing at pace, with high ambitions and customers who expect the same quality in everyday support as in the most advanced AI environments.
The challenge
AIXIA's growth in AI infrastructure placed new demands on the underlying processes. Support workflows had been built up as the business grew, which meant tickets were handled differently depending on who received them and where in the organisation they landed.
There was also no shared picture of delivery. Without structured follow-up of ticket volumes, response times and recurring problem types, it was difficult to see where efforts made the most difference – and difficult to show the business what IT actually delivered.
The solution
MSP Nordics worked with AIXIA to develop a shared process model for how tickets are received, prioritised, escalated and followed up – with the same way of working regardless of where in the organisation the ticket arises.
The model was implemented with clear SLA levels, defined areas of responsibility and automated steps where work had previously been manual. Follow-up was built in from the start, so that both the support team and the wider business can see how delivery develops over time.
The results
- 34% faster support workflows with better ticket structure
- More than 850 users and technicians working to the same process model
- 23% faster response to users
- 16 processes automated
AIXIA now has a support structure that keeps pace with the growth of the business, and a transparency between support and the wider organisation that makes it possible to prioritise on facts rather than on instinct.
Areas of expertise
Ticket management · Process structure · Automation · Follow-up
