Delivering fast, efficient, and user-friendly services is critical to improving employee experience and business productivity. IT and business leaders are modernising service delivery by introducing intuitive employee portals, self-service knowledge, automation, and AI-driven support.
Xcession’s expert team works alongside organisations to design, implement, and optimise service management solutions that enhance the end-user experience. Whether you're overhauling your service portal, automating request fulfilment, or introducing virtual agents, we ensure your services are seamless, efficient, and future-ready.
Key Areas of Service Experience Improvement
A centralised employee portal simplifies access to IT, HR, Payroll, Security, and other business services. Xcession helps organisations:
- Design portals that provide a single point of access for incidents, requests, and service health updates.
- Build service catalogues that simplify and standardise request management.
- Ensure an intuitive, user-friendly experience that increases portal adoption.
We make it easier for employees to find answers and resolve issues themselves through:
- AI-powered knowledge management – Organising and presenting knowledge articles for fast, accurate self-resolution.
- Virtual agents and chatbots – Using natural language processing (NLP) to reduce form-filling and simplify interactions.
- Language translation – Ensuring services are accessible in multiple languages to support a diverse workforce.
Xcession ensures service teams have the right data at the right time, reducing delays and improving resolution rates:
- Collecting essential data at the first touchpoint to avoid back-and-forth queries.
- Providing resolver teams with instant access to IT asset details, security permissions, and user history.
- Automating incident triage, request fulfilment, and assignment to the correct teams.
Technology Expertise: ServiceNow, Freshservice, Xurrent & BMC Helix
Xcession works with leading service management platforms, including ServiceNow, Freshservice, Xurrent, and BMC Helix, all of which offer powerful employee portals and automation capabilities. Our team ensures these platforms are configured, integrated, and optimised to deliver the best possible service experience.
Xcession’s Approach to Customer Experience Transformation
Our proven methodology helps organisations create and sustain service improvements:
Identifying key workflows and data requirements.
Defining metrics for service efficiency and user experience.
Developing portals, automation, and reporting tools to continuously measure performance.
Supporting user adoption through communication, training, and ongoing optimisation.
Ready to Improve your Employee & Service Experience?
If you’re looking to modernise service delivery, automate key processes, and enhance the end-user experience, Xcession has the expertise and structured approach to help.
Let’s talk about transforming your service experience today.