ITSM and CX consulting for ANZ mid-market teams
Internal staff or paying customers, the problem usually sits in the same place. We fix the workflows, platforms and automation underneath. Two practices, four services each.
Two sides of service, one approach
IT Service Management
Get your service desk out of survival mode. Requests tracked, SLAs met, reporting your exec actually trusts.
Customer Experience
Faster answers, fewer handoffs, happier customers. Measurable in your CSAT, not just anecdotes.
Freshworks Premium Partner · Serving ANZ
How an engagement runs
The diagnostic
Thirty minutes with a senior consultant. You leave knowing what to fix first, in writing.
Scope and price, upfront
Agreed before anything starts. No surprise invoices.
Delivery
The consultant you spoke to does the work. No junior handoff.
Most engagements run in weeks, not months. National Pharmacies launched in six weeks across 65+ locations.
See how National Pharmacies accelerates service delivery with KlickFlow
65+
healthcare locations supported
6 wks
to a clean, confident launch
0
added headcount to run it
“They gave us a plan, and what they delivered was the plan.”
Nicole McLaren
Head of Support, National Pharmacies
Frequently asked questions
What’s the difference between ITSM and CX consulting?
ITSM covers the service desk your own staff use. IT requests, incidents, assets, change. CX covers the support your customers use. Tickets, chat, phone, self-service. Same discipline, different audience. Most teams arrive clear on one and unsure about the other. The diagnostic call sorts that out.
Do you only work with Freshworks?
We’re a Freshworks Premium Partner because we think it’s the right fit for mid-market, but the diagnostic is platform-agnostic. If your current platform can do the job, we’ll tell you. We also migrate teams off ServiceNow, ManageEngine, Jira Service Management, Cherwell, Zendesk and shared inboxes.
What does an engagement cost?
Every engagement is fixed-scope and priced before we start. The diagnostic call is free and there’s no obligation attached to it. Team size, data volume and how much needs rebuilding rather than just moving all change the number. Working that out is what the diagnostic is for.
How long does an engagement take?
Mid-market engagements typically run in weeks, not months. National Pharmacies went from kickoff to launch in six weeks across 65+ locations. Your diagnostic call will give you a realistic read for your setup.
Do you work outside Sydney?
Yes. We’re Sydney based and work across Australia and New Zealand.
What happens on the diagnostic call?
Thirty minutes with a senior consultant. You describe your setup, we tell you what we see and what we’d fix first. You get next steps in writing, whether you work with us or not. No pitch.
Thirty minutes now, or another quarter of firefighting
One call with a senior consultant. You’ll leave knowing exactly what to fix first, whether you work with us or not.
30 minutes. No pitch. No commitment.