Auxilion’s legacy systems struggled to keep pace with growing market demands, creating operational silos, slowing response times, and increasing the risk of service disruptions. Disconnected tools and fragmented data made it difficult for agents to gain a complete view of service performance, while manual, outdated processes hindered productivity and introduced inefficiencies. Onboarding new customers was resource-intensive and slow, limiting the company’s ability to scale effectively. Maintaining high service quality while expanding operations became increasingly challenging, creating a clear need for platform consolidation, intelligent automation, and proactive, AI-driven workflows capable of elevating productivity, improving transparency, and enhancing customer satisfaction.

Konversational delivered a scalable, standards-based transformation using ServiceNow’s Technology Provider Service Management (TPSM) solution, enhanced with Agentic AI capabilities. By implementing a clean, unified data model, Auxilion replaced siloed processes with intelligent, AI-powered workflows that predict and resolve issues before they impact service. Integrated case management provided agents with real-time visibility and context, while predictive service insights enabled proactive decision-making. Automation replaced repetitive manual tasks, structured onboarding frameworks accelerated customer integration, and domain separation with embedded governance ensured security and scalability. TPSM’s interoperability with customer ecosystems allowed Auxilion to orchestrate services seamlessly, align operations to strategic goals, and create a future-ready service model capable of adapting rapidly to market changes.

The transformation significantly advanced Auxilion’s operational maturity and growth trajectory, delivering €8 million in new business wins directly linked to enhanced service capabilities. With 100% platform reliability, the company achieved uninterrupted delivery and dramatically improved onboarding speed through AI-powered, standardised processes, enabling seamless scaling of new customers. Operational overheads were reduced by minimising agent training and recruitment needs, thanks to unified workflows and a consistent service architecture. Agents now benefit from real-time data access and predictive insights, enabling faster, more personalised support. In under a year, Auxilion successfully migrated its entire customer base to the new TPSM platform, establishing a resilient, one-to-many service delivery model that embodies its people-first, innovation-led vision. The model also ensures agility and competitive advantage.