Challenge
As a leading IT service provider operating across Germany, Austria, and Switzerland, SPIRIT/21 AG faced growing challenges with an outdated service management system. The legacy solution limited automation capabilities, slowed down service delivery, and made it increasingly difficult to meet rising customer expectations.
At the same time, SPIRIT/21 AG aimed to increase efficiency and automation in customer services, while managing complex ITSM processes across multiple countries. Disparate systems and manual processes reduced transparency and hindered consistent service quality—both internally and for customers.
Solution
To modernize its IT service operations, as a unified platform for all IT Service Management processes. The solution centralized the handling of incident, service request, change, and asset management, replacing fragmented tools with a single, integrated system.
Matrix42 provided a scalable and flexible foundation to support cross-country operations while standardizing workflows and improving transparency. In addition, SPIRIT/21 AG continuously optimizes its IT services through AI integration, accelerating ticket resolution, improving service quality, and enabling more proactive and intelligent support.
Outcome
With Matrix42 Enterprise in place, SPIRIT/21 AG now operates on a single, integrated platform for both internal IT services and customer-facing service management. Service delivery has become faster and more automated, significantly reducing manual effort and response times.
The organization is also well positioned for the future: by leveraging AI-driven innovation and continuous optimization, SPIRIT/21 AG has established a modern, scalable ITSM foundation that supports ongoing growth, improved customer satisfaction, and long-term efficiency across the DACH region.
