AxizWorkgroup IT Helpdesk Optimization Using Epicor ITSM

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AxizWorkgroup IT Helpdesk Optimization Using Epicor ITSM

Case study showing how AxizWorkgroup replaced a custom CRM with Epicor ITSM to improve IT helpdesk efficiency, reporting, and SLA management.

Published

June 4, 2026

Read time

3 min read

Source

AxizWorkgroup, an IT infrastructure distributor in South Africa, implemented Epicor IT Service Management to replace an unreliable custom CRM. The solution delivered ITIL-compliant processes for incident, problem, change, and service level management. Within one month the company gained detailed business intelligence on call categories, resource allocation, asset tracking, and staff performance, enabling measurable SLAs and data-driven planning.

Key takeaways

Replaced unreliable custom CRM with proven, scalable Epicor ITSM

Achieved ITIL v2/v3 compliance for incident, problem, change, and SLA processes

Enabled detailed BI reporting on call volume, categories, and resolution times

Improved staff accountability through measurable performance metrics and training allocation

Added customer portal and automated notifications for call status visibility

Market overview

SCR methodology note

Vendor landscape

Leaders

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Important consideration

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