How Proximus NXT simplifies complex IT environments

In the rapidly evolving world of IT, keeping up to date is a challenge for many organizations. Fabrice De Windt, Strategic Account Services Practice Lead, talks about how his team is transforming complex IT environments and adding value for customers.

The rapid evolution of IT and the advent of new technologies makes it difficult for many organizations to keep up.

Fabrice De Windt, Strategic Account Services Practice Lead

Ready to untangle complex IT structures

Fabrice De Windt: "We focus on the most complex accounts, where different IT services, such as cloud, security, and networking, must be seamlessly linked and integrated to improve end-user experiences. We handle end-to-end integration and support organizations, including Belfius, the federal government, and Delhaize."

"At Proximus NXT, we work with standardized and proven service blocks that we construct in a unique way. This allows us to combine the best of both worlds: services that are operationally proven and flexibly integrated to suit our customers' specific needs."

"Proximus NXT focuses on three factors for this Service Integration and Management (SIAM):

  1. People

    Thanks to our company's scale, we have the best professionals in various domains, who are dedicated to making an impact for our customers. It is not always easy for our customers to attract the right experts in this 'war for talent'.

  2. Process

    We work closely with our customers to optimize key processes such as Incident Management and Change Management. Our approach is aimed at tailoring our processes to the specific needs of our customers. And we ensure transparency in our cooperation with clear agreements about who is responsible for what, including guarantees on service delivery.

  3. Tools

    The role of tooling should certainly not be underestimated and will only become more important with the rise in automation and AI. That is why we work closely with our customers to integrate our standardized tools with their systems using APIs. We aim to automate as many daily tasks as possible so that our employees can focus on more complex activities. This also provides our customers with real-time insight into Proximus NXT's end-to-end services."

What do we often see today?

Fabrice De Windt: "The rapid evolution of IT and the advent of new technologies makes it difficult for many organizations to keep up. Integration and linking of systems can no longer be done by in-house staff. This is where we come in: our expertise and standardized approach will provide peace of mind to every organization."

"We mainly focus on companies where the IT infrastructure is crucial for day-to-day operations. The greater the dependence on IT for their business and customers, the more relevant our role becomes."

"We regularly encounter these situations in large companies:

  • They are managing a complex set of IT systems.
  • They work with multiple IT suppliers, which can lead to a lack of clarity when issues arise.
  • They find it difficult to update outdated systems due to interdependencies.
  • They sometimes experience inefficient digital processes and services."

Room for efficiency and optimization

Fabrice De Windt: "What added value does this provide for our customers?

  1. A better digital experience for end users.
  2. Thanks to end-to-end visibility, there is no need for endless back-and-forth communication between partners.
  3. A clear inventory of IT needs and systems.
  4. An optimization of operational processes and systems.
  5. Economies of scale and opportunities to look ahead regarding IT ambitions.
  6. Collaboration with a long-term partner who understands your entire business."

Our approach evolves with ongoing changes in the market.

Fabrice De Windt: "Automation and AI play an increasingly important role in our approach. We are transitioning towards a more preventive problem-solving approach. We used to have to wait for problems to arise and then solve them as quickly as possible, but now we can anticipate incidents with the help of AI. Our goal is to minimize manual interventions, as human error often contributes to incidents. Automation significantly reduces this risk for companies."

Do you want to know more about what Proximus NXT can do for your organization? Follow Fabrice De Windt on LinkedInNew window

What do you consider a successful collaboration?

Fabrice De Windt: "We consider ourselves successful when our customers are satisfied. We strive to respond quickly and effectively to their needs and continuously improve our services. The expansion of our customer base, particularly among large and complex companies, as well as an increasing Net Promoter Score (NPS), are important indicators of our success."

"At Proximus NXT, we not only offer solutions, but we also build lasting relationships with our customers. We work closely with them to understand their business needs and ensure seamless integration of complex IT environments."