Hosokawa Alpine - ITSM

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  • Success Story

From Standalone Solutions to an Integrated Service Platform: Hosokawa Alpine Relys on Xurrent

Client: Hosokawa Alpine AG Industry: Mechanical Engineering and Process Technology Service Area: ITSM and Digital Service Processes

Hosokawa Alpine AG is an internationally active mechanical engineering company headquartered in Augsburg with over 850 employees. The company develops technologies for grinding and film production for industries such as pharmaceuticals, chemicals, food, and recycling. Founded in 1898, Hosokawa Alpine now operates at locations in Germany, Austria, Poland, and Thailand. In collaboration with Axsos, the fragmented IT system landscape was replaced by a centralized, high-performance ITSM platform.

  • The Challenge

A fragmented tool landscape without a common data source and without reliable KPIs

Siloed systems hinder transparency and efficient service processes

Before implementing Xurrent, Hosokawa Alpine faced a challenge typical of growing organizations: a fragmented tool landscape with numerous siloed solutions. Different applications for ticketing, project management, and other tasks led to isolated workflows and duplicate data entry.

There was no shared information base. KPIs and utilization rates were barely visible. Decisions were often made based on experience rather than on reliable data. Processes were slow, workflows were inflexible, and transparency was lacking.

“At times, we didn’t realize just how well we were doing. Many of our decisions were based more on gut feeling than on facts.”

Stefan Majewski, Head of IT Operations, Hosokawa Alpine

  • The Solution

Xurrent as a central, cross-functional ITSM platform with a unified self-service portal

A platform for tickets, a service catalog, a knowledge base, and customer satisfaction

With the goal of introducing a centralized, cross-functional platform, Hosokawa Alpine, in collaboration with Axsos, chose Xurrent. The decision was based on the platform’s expanded functionality, its potential to improve efficiency, and its integration of key areas such as data governance and system ownership.

01

Self-service portal in corporate design

The self-service portal was implemented entirely in accordance with Hosokawa Alpine's corporate design. It offers an intuitive user interface that can be customized internally without involving external development resources.

02

Structured Service Catalog

A clearly structured service catalog addresses relevant topics such as Outlook, Office 365, and cybersecurity. It provides guidance for employees and reduces the support workload.

03

Knowledge Base with Self-Service Articles

An integrated knowledge base with self-service articles and feedback options enables employees to resolve common issues on their own.

04

KPI Dashboards for Full Transparency

Custom KPI dashboards provide real-time visibility into utilization rates, ticket trends, and service metrics. Decisions can now be made based on facts.

  • The Implementation

Rollout in three months: fast, structured, and with high user acceptance

Proof of Concept, Key User Involvement, and Structured Rollout

Axsos supported the rollout from the very beginning in a structured and collaborative manner. Following a ten-day proof of concept and internal IT testing, key users from the business units were actively involved. Templates, processes, and structures were developed jointly and implemented on the platform.

The entire rollout was completed in just three months, representing a significant time savings compared to previous projects. Several areas were successfully integrated and could be analyzed directly in real time. The high level of user acceptance was a key indicator of success.

  • Project Successes

High customer satisfaction and faster processing times

01

98% customer satisfaction

Outstanding service quality: In March, for example, there were 303 positive reviews compared to just 9 negative ones.

02

60% of inquiries resolved within 2 days

Fast problem resolution as a measurable standard: 60% of all inquiries are resolved within two days.

03

600 to 1,000 inquiries per month

The platform reliably and efficiently handles 600 to 1,000 requests per month without any bottlenecks.

04

34% active participation in the evaluation

A response rate of 34% reflects the high level of user engagement and provides ongoing feedback on service quality.

  • The Conclusion

ITSM as a Strategic Building Block for Transparent, Scalable Service Processes

Axsos: A Reliable Partner for the Sustainable Modernization of IT Service Processes

Thanks to customizable dashboards, KPIs, utilization rates, and ticket trends are visible at Hosokawa Alpine at all times. Customer satisfaction has improved significantly. The visible efficiency gains, positive internal feedback, and high user acceptance demonstrate that Xurrent was the right choice for measurable, long-term scalability.

Axsos not only implemented the technology for this project, but also supported Hosokawa Alpine every step of the way—from the initial evaluation through the structured rollout to ongoing optimization. The result is a future-proof ITSM infrastructure that grows with the company’s needs.

“I was particularly impressed by how quickly we were able to roll out the system. Within three months, we had already successfully integrated several areas and were able to analyze them in real time.”

Stefan Majewski, Head of IT Operations, Hosokawa Alpine

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Axsos AG, Konrad-Zuse-Weg 1, 72555 Metzingen, 49 711 901196 440, www.axsos.de

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Jamil Isayyed

Jamil is an experienced digital process professional, has a rich international background in the information technology and services industry spanning Germany, Greece and Palestine. He holds a Bachelor's degree in Computer Science and a Scrum Master certification from the Scrum Alliance with a focus on Computer Software Engineering. Jamil is passionate about leading and building high-performance teams that deliver exceptional experiences and create valuable opportunities for clients. In addition to his main role, he is the Director of Axsos Academy GmbH. In this role, he leads a dynamic German-Palestinian bootcamp designed to help young people enter the IT market and build a successful career.

Bernd Length

Bernd Länge has been working in the IT industry for over 20 years and advises clients and interested parties on cyber security issues as well as on the development and implementation of information security management and data protection. In this role, he acts as an external data protection and information security officer for clients. It is important to him to take a pragmatic approach and work closely with clients, partners and vendors to ensure that clients' enterprise security is up to date.

Martin Müller

As a technology enthusiast and committed leader, he has been helping companies in the IT sector to shape the future of work for over 20 years. Thanks to his quick thinking and ability to develop effective solutions, he is able to formulate a clear vision of what our future way of working will look like. Step by step, he overcomes challenges and drives us forward into the future. However, he does not accomplish these tasks alone. He has a competent team that he trusts completely and can rely on. Together they overcome every hurdle! Through positive, critical thinking, the second-best solution often leads to incremental success - after all, even an empire wasn't built in a day. This approach makes him unique in his role and he looks forward to working with you on the path to the future.

Rolf Stephan

His enthusiasm for information technology led Rolf to study computer science and graduate from the University of Karlsruhe, now the KIT / Karlsruhe Institute of Technology. Rolf has been working in the IT sector ever since and knows the industry inside out - both nationally and internationally. For more than 25 years, he has focused on international cooperation between experts across all cultures. He also pursued this approach in the first company he founded, AD Solutions AG, which quickly developed into a renowned international IT service provider with several branches in Germany, Switzerland, Austria and the USA. Rolf Stephan has been General Manager since 2010 and CEO of AXON IVY AG, headquartered in Switzerland, since 2021. He has been an investor, shareholder and Chairman of the Supervisory Board of Axsos AG since 2009.

Frank Müller

Frank is a passionate IT expert and visionary entrepreneur. He loves and believes in peace and freedom. For him, these values are more than just words. They are the result of great awareness, responsibility and a solid foundation. His foundation is his faith in Jesus and his unconditional love for people. Frank builds his great visions on this foundation, such as his commitment to peace in the Holy Land. He is not afraid to realize creative and unconventional ideas, such as founding a medium-sized company that spans four countries and cultures and offers its employees a great deal of freedom. Founding a bootcamp academy in the midst of the coronavirus pandemic is certainly one of these ventures. Through these efforts, Frank creates new innovations and added value for his customers and the people who travel with him. With more than 32 years of IT experience and 15 years as an entrepreneur, Frank helps other entrepreneurs focus on their core business and translate their needs into technology opportunities and implementations. His team and he can translate these requirements into a customized IT strategy, processes and technologies. Frank always has a heart for the people he supports and wants to encourage them to break new ground and develop their potential. Frank is open to exchanging ideas with people who see values not as CSR or marketing chatter, but as the basis of their actions. He seeks contact with people who want to change the world for the better. He also welcomes those who are looking for support from him or his team on their journey into the cloud, digitalization or the use of AI.