Epicor ITSM Implementation at Edge Web Hosting Case Study

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Epicor ITSM Implementation at Edge Web Hosting Case Study

Case study of Edge Web Hosting consolidating eight disconnected systems into Epicor ITSM for unified CRM, ITSM, and CMDB operations.

Published

June 4, 2026

Read time

3 min read

Source

Edge Web Hosting, a managed cloud hosting provider, replaced multiple legacy systems with Epicor ITSM to create a single data repository supporting CRM, quoting, provisioning, configuration management, and incident handling. The platform consolidated 13 years of unstructured data and enabled custom API-driven portals for customer and engineering workflows. The implementation supported scaling to 20,000 websites across 2,000 servers while maintaining compliance with PCI, HIPAA, and FISMA standards.

Key takeaways

Consolidated eight disparate systems into one unified ITSM platform

API extensibility enabled custom customer portal and data relationships

Single pane of glass view improved engineer response to incidents and service requests

System paid for itself within the first year of deployment

Supported growth to manage 20,000 websites and 2,000 servers

Market overview

SCR methodology note

Vendor landscape

Leaders

Implementation considerations

Important consideration

Original Source

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