Customer Success Story: CXA Group (Now Pacific Prime)

Transforming Chaos into Capability: A Journey of Trust, Innovation, and Growth When CXA Group approached us, their operations were struggling under the weight of a software system that had become more of a liability than an asset. Provisioned by a former Odoo partner, their version was outdated, unreliable, and crashing multiple times a day—so frequently, in fact, that their in-house manager had become adept at manually restarting the server just to keep things going.

The technical shortcomings severely limited their operational capacity. They were unable to deploy more than one helpdesk team and found themselves firefighting day-to-day issues instead of scaling and innovating. Morale was low, and confidence in the software had eroded.

A Leap of Faith and a Night of Change

We persuaded the CXA team to give Odoo—and us—another chance. Our immediate priority was stability. Through rigorous troubleshooting and deep system diagnosis, we worked tirelessly, resolving the last of the instability issues in the early hours of the morning. From that point forward, the system ran crash-free for six consecutive months. The only disruption that eventually occurred was due to a misconfiguration made by their own internal user—an important distinction that underscored the robustness of our setup. This milestone marked a turning point and earned the trust of a technically discerning team that had every reason to be skeptical.

From Support to Strategic Partnership

Impressed by the stability and professionalism of our support, CXA entrusted us with the responsibility to not only maintain their system, but to modernize it. We began a major upgrade project, customizing their platform to meet evolving business needs. One of the standout features delivered was a bespoke AI-driven helpdesk ticket auto-assignment engine. This powerful system intelligently routed incoming tickets based on configurable business rules, considering technician expertise, access levels, and product domain knowledge. What used to be a manual, error-prone task became an automated, strategic function that enhanced both speed and accuracy in customer service.

Collaboration at Every Step

Following AGILE principles, we worked hand-in-hand with CXA. Every design decision, iteration, and feature enhancement involved close collaboration. Their feedback shaped the solution, ensuring it was both operationally effective and scalable for future growth.
The results were remarkable. The improved system enabled CXA to onboard and manage 12 times more helpdesk divisions and vastly increased email volume, all while improving responsiveness, ticket resolution accuracy, and end-user satisfaction. Freed from the chaos of technical glitches, the management team could now focus on strategic initiatives rather than reactive support.

A Partnership That Endured Acquisition

In 2021, when CXA was acquired by Pacific Prime, the new parent company—equipped with their own IT review capabilities—conducted a full evaluation of the existing system and service provider. After detailed assessment, they chose to retain us as their IT partner, a powerful testament to the quality, reliability, and long-term value we had delivered.

Continuing the Journey

Today, we proudly continue to support Pacific Prime CXA. Our relationship has evolved from vendor-client to strategic partnership, as we remain committed to supporting their business operations, delivering innovation, and helping them reach new heights in customer service and IT excellence.