ITSM and CX consulting for ANZ mid-market
Your service operation has more in it. We find it
ITSM and CX consulting for mid-market organisations across Australia and New Zealand. Platform optimisation, migration, selection, and agentic AI.
Three situations we hear most often
Most ITSM and CX teams are stuck in one of these three places
Platform optimisation
Your platform is live but not delivering. Tickets are slow, workarounds are growing, and adoption is flat.
Platform selection
You have seen the demos. Every vendor sounds right. You need an independent view, not another pitch.
Platform migration
You have decided to move. Now you need it done without breaking the day job.
Why most programmes stall
Most ITSM and CX programmes quietly fail. Here is why
How we work
We do not hand over a report. We hand over a running operation
1 – 2 weeks
01. Diagnose
We map what your platform is doing and where it is losing value.
2 – 4 weeks
02. Recommend
A written plan with a defensible business case, sized for your team.
4 – 12 weeks
03. Deliver
Configuration, automation, and integrations. Delivered, not promised.
Final 2 weeks
04. Hand off
Documentation, training, and runbooks. Your team runs it from day one.
National Pharmacies lifted CSAT to 88%. No new hires
88%
Positive customer satisfaction
1.6
More tickets handled per agent
253
Customer responses tracked monthly
< 0.5days
Average ticket resolution time
One partner. Every major platform.
Who is this for
Mid-market ITSM and CX teams in ANZ. Is this you?
We work well with organisations that
- Run an ITSM or CX function that is operational but underperforming
- Need a clear action plan, not another round of discovery
- Understand that technology alone does not fix a process problem
- Want measurable progress within months, not at programme end
We are probably not the right fit if
- Your organisation needs a large consulting bench to deliver
- You want implementation without a process conversation first
- You are pre-revenue, early stage, or a global enterprise
Ready to find out?
Your operation has more in it. Find out how much
The questions ITSM and CX leaders ask before making contact
We are an official Freshworks ANZ partner and we are transparent about that. We also work across ServiceNow, Zendesk, Jira Service Management, and Halo ITSM. If Freshworks is not the right fit for your organisation we will tell you so directly.
Mid-market organisations in Australia and New Zealand, typically between 200 and 2,000 employees. Large enough to have an established ITSM or CX function. Small enough that a 12-month enterprise programme is not practical.
We do the work. Senior consultants are hands-on throughout your engagement. You will not be passed to a graduate team after the first meeting.
A vendor configures their platform. We tell you whether their platform is the right one first, fix the process underneath it, and make sure your team can run it independently when we leave.
We will tell you. The diagnostic call exists to answer that question before any commitment is made. If the timing is wrong we will say so.
Both. Most work is done remotely. We come on-site for workshops, stakeholder sessions, and cutover support where it makes a difference.
Book a 30-minute diagnostic call. We will assess your current situation and tell you honestly what the right next step looks like.