IT and business service teams are under constant pressure to resolve issues faster, manage cases effectively, and focus on higher-value work. However, manual tasks, disconnected systems, and inefficiencies slow them down, reducing their ability to deliver impact.
Xcession helps organisations increase productivity by streamlining workflows, integrating systems, and embedding automation. Whether you're looking to enhance agent throughput, reduce time spent on routine tasks, or enable AI-driven support, our expert team ensures your service teams are set up for success.
Key Areas of Productivity Improvement
Service teams spend too much time on manual, repetitive tasks such as:
- Searching for data across multiple systems.
- Following up on missing information.
- Chasing approvals and routing tickets manually.
Xcession integrates AI and automation to eliminate these inefficiencies, allowing agents to focus on complex issues, sensitive cases, and high-value work.
The right data at the right time enables faster resolution. Xcession helps:
- Capture essential details at the first touchpoint, reducing follow-ups.
- Integrate key data sources, ensuring agents have a complete view of users, assets, and history.
- Enable AI-driven insights, providing suggested resolutions, case summaries, and knowledge recommendations.
Taking an automation-first approach means fewer manual processes and faster outcomes. We help organisations:
- Automate request fulfilment, ensuring service catalogue items are completed without human intervention.
- Use AI agents for first-line resolution, handling routine queries and escalating complex cases.
- Enable workflow orchestration across multiple applications, reducing the need for agents to interact with multiple systems.
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 automation, AI-powered assistance, and integrated data capabilities to enhance agent productivity. Our team ensures these platforms are configured, integrated, and optimised to reduce manual workload and increase the time spent on high-value tasks.
Xcession helps organisations implement, configure, and optimise these platforms to drive real business value.
Xcession’s Approach to Service Productivity Improvement
Our proven methodology helps organisations create and sustain service productivity gains:
Identifying key workflows and data requirements.
Defining productivity metrics to measure improvements.
Developing automation, AI integrations, and reporting tools to track performance.
Supporting adoption through communication, training, and continuous optimisation.
Ready to Improve Productivity in Your Service Teams?
If you’re looking to reduce time spent on repetitive tasks, enable automation, and help service teams focus on high-value work, Xcession has the expertise and structured approach to help.
Let’s talk about how we can enhance productivity in your organisation today.