AXIAN Creates unified service delivery for IT with Quintica
AXIAN is a Pan-African group that specialises in 5 business sectors with high growth potentials, namely: Telecom, Real Estate, Financial Services, Energy and Innovation. The organisation was grappling with inefficient service management processes, fragmented systems, and a lack of visibility into IT operations. To address these issues and enhance service delivery, they partnered with ServiceNow and Quintica to implement a robust IT Service Management (ITSM) solution.
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Shift
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Industry:
Telecommunications
Location:
Madagascar
People:
10 000 Employees
Business Challenges
- Decentralized IT Services – Each entity had its own service desk, creating silos and inconsistencies.
- No Unified Platform – Multiple tools were in use, leading to scattered data and inefficiencies.
- Inconsistent IT Processes – Incident management, change management, and request fulfillment varied across entities.
- Limited Visibility & Reporting – No centralized way to track IT performance and identify areas for improvement.
- Slow Incident Resolution – Lack of structured processes resulted in delays and user dissatisfaction.
- High Operational Costs – Inefficiencies and redundant systems increased IT overhead.
How we solved it
- Centralized IT Service Management – A unified ServiceNow platform connecting all Axian Group entities.
- Standardized Processes – ITIL-based best practices adopted across all service desks.
- Real-Time Visibility & Reporting – Dashboards providing instant insights into IT performance and service quality.
- Faster Incident Resolution – reduction in resolution times due to structured ITIL based workflows.
- Improved Collaboration – A seamless interaction model between service providers and consumers.
- Cost Savings & Efficiency – to be estimated.
Technology Enablers
– Q-Journey
– ServiceNow ITSM
– ServiceNow Employee Portal
Driving business results
Quintica collaborated with AXIAN to standardise its service desk and ticketing tools across multiple locations, transforming siloed services into a connected ecosystem with seamless reporting and visibility across all companies with a centralised dashboard.
AXIAN is committed to fostering energy, financial, and digital inclusion across Africa through innovative solutions and services. Operating in 17 countries across Africa and the Indian Ocean, the group plays a key role in socio-economic transformation, impacting millions of lives. With a workforce of 8,000 collaborators, AXIAN integrates infrastructure and services to drive efficiency and innovation.
The company required a unified service desk with a common IT language, clarity around SLAs, unified service catalogues and a centralised skill centre.
“The company is so diverse with a wide geographic spread that people were working in their own individual silos with their own processes,” explained Cameron McKenzie, Program Lead from Quintica. “They needed a technology partner capable of implementing a reliable solution that would connect the digital dots throughout the enterprise, and that would grow with them into the future.”
The initial challenge for Quintica was winning AXIAN over. “We were competing with a significantly larger company with a global footprint, but our ServiceNow track record cemented the partnership. Since then, they’ve expanded the scope of our role thanks to the success of this implementation.”
Quintica collaborated with AXIAN to standardise our service desk and technology across multiple locations, transforming siloed services into a connected ecosystem with seamless reporting and visibility across all companies with a centralised dashboard.
Connecting the dots: Building a cohesive ecosystem
“Selling a tool is the easy part, the real challenge is collaborating with a client to develop a solution that delivers measurable business value,” says Umair Siddiqui (Sales Director for Quintica Middle East). “Creating this ServiceNow platform for the AXIAN allowed us to unify their system across the business, establish common ground across multiple languages, and provide hands-on support and training.”
At the start of the project, the Group had seven different ticketing tools, fractured visibility into customers, tracking and reporting, and a siloed architecture that made it challenging to manage teams and customers effectively.
Resolving it meant reimagining the infrastructure with a ServiceNow solution that was customised to meet the unique needs of the business. Before the implementation, the company was struggling with decentralised services, inconsistent IT processes, slow incident resolution, and high operational costs. Addressing these challenges meant approaching the integration as a cohesive unit to ensure every aspect of the business was addressed throughout.
“We combined two diverse teams – one from AXIAN and one from Quintica – to create a single implementation team where everyone collaborated to achieve the same goal,” says Cameron McKenzie (Program Manager for Quintica). “We worked across a 24-hour time zone to deliver the project and ensure it met business expectations.”
The team-based approach made all the difference to the success of the project. It allowed for close collaboration to overcome time zones, availability, change management and integration. It also played no small role in ensuring the project was implemented on time, and to high standards, despite unexpected challenges.
“We underestimated the scale of the services and the segregation across industries but thanks to our unique team structure, we were able to work through them,” says Cameron.
Education: Reimagined
“AXIAN now has one standardised ticketing tool across the business with a reporting dashboard that provides a consolidated view across all companies,” says Cameron. “The AXIAN Group’s ServiceNow ITSM implementation has resulted in centralised IT service management, standardised processes, real-time visibility and reporting, faster incident resolution, and improved collaboration.”
The success of the project came down to Quintica’s clarity around project outcomes, transparent service delivery and problem solving, and exceptional leadership and buy-in from AXIAN. It has also achieved impressive results. The system had only 110 service requests in 2023 prior to implementation but by 2025, it had increased to 2141. Incidents have grown from 55 on average to 938, reflecting increased user adoption and reliance on the system. It has transformed incident response reporting and ticketing management alongside response times and overall visibility into the business.
As Leo Nicolas, ITSM Program Manager at Pulse at AXIAN concludes: “”Bringing multiple organisations under a single ITSM framework wasn’t just about technology—it was about driving a cultural shift towards ITIL best practices and transitioning from a ‘best effort’ mindset to SLA-driven service excellence. In doing so, we have built a unified, efficient, and service-oriented IT ecosystem, enabling seamless collaboration and elevating IT service delivery across the AXIAN Group.”
“With ServiceNow and Quintica, we have transformed fragmented IT operations into a streamlined, scalable, and high-performing model that empowers our teams and optimises service outcomes. And this is just the beginning. As we continue this journey, our next focus is on extending our capabilities into IT Asset Management and beyond, ensuring even greater visibility, control, and value creation for the organisation.”