Expereo elevates expereoOne with new digital case management capabilities

Expereo has introduced enhanced Digital Case Management capabilities to its expereoOne platform, marking a significant update aimed at improving how global enterprises manage and resolve network service issues. Showcased at CiscoLive Amsterdam, the update reflects the company’s continued focus on delivering more predictable, transparent and software-driven service operations for complex, multi-vendor networks.

As a managed Network as a Service provider, Expereo positions the latest release as a shift away from fragmented, email-led support models towards a single digital workflow. The new capabilities are designed to reduce resolution times, improve visibility for all stakeholders and provide enterprises with clearer control over service outcomes across their global network environments.

The Digital Case Management enhancement is embedded directly within expereoOne, enabling customers to create, manage and track service cases end to end in one platform. By consolidating case activity into a single system, Expereo aims to replace disjointed communication and manual processes with a consistent, real-time experience that supports faster and more reliable issue resolution.

A unified, digital-first support experience

The updated Digital Case Management experience is built around a software-first approach that prioritises alignment and clarity throughout the service lifecycle. Instead of relying on multiple email threads and disconnected updates, enterprises gain a shared, real-time view of every case, allowing teams to follow progress and respond more effectively as issues evolve.

Customers can now add internal colleagues or third-party contacts directly to a case, ensuring that all relevant participants see the same information at the same time. This reduces the risk of miscommunication and eliminates the need to forward updates manually between teams or external partners, a common source of delays in global network operations.

The platform also introduces a redesigned Preference Centre, giving users greater control over how and when they receive notifications. By allowing teams to tailor alerts to their operational needs, the update seeks to keep stakeholders informed without overwhelming them with unnecessary interruptions, striking a balance between awareness and focus.

Both case creators and authorised watchers benefit from access to a single, shared case timeline that brings together messages, documentation and status updates. This consistent view helps reduce ambiguity, supports better decision-making and enables faster resolution by ensuring that everyone is working from the same source of truth.

Addressing the limits of legacy case management

Traditional case management models, which rely heavily on email, were not designed to support the complexity of modern, multi-vendor global networks. As enterprises scale across regions and service providers, fragmented inboxes, duplicated updates and unclear ownership can slow down response times and introduce operational risk.

The latest enhancement to expereoOne is intended to address these shortcomings by replacing legacy workflows with a single, transparent system. All communication, accountability and status updates are centralised within the platform, creating a fully auditable record of each case and enabling organisations to move from reactive problem-solving to more predictable service operations.

Julian Skeels, Chief Digital Officer at Expereo, said enterprises increasingly require immediate visibility and control across distributed networks, a challenge the expereoOne platform is designed to address. He noted that the enhanced Digital Case Management experience provides a transparent workflow that keeps stakeholders aligned, reduces operational noise and accelerates resolution, reinforcing the company’s commitment to improving customer service outcomes regardless of location.

By consolidating case handling into a digital workflow, Expereo aims to help enterprises minimise disruption while improving consistency across global operations. The approach reflects broader industry trends towards automation and real-time visibility in network management, as organisations seek to reduce complexity and improve service reliability.

Expanding expereoOne’s role in global network operations

Beyond case management, expereoOne serves as a unified control layer for managing complex global networks across multiple functions, including network operations, IT, finance and procurement. The platform is designed to bring together visibility, control and service management within a single software-driven environment.

With the expansion of Digital Case Management and support for flexible, API-driven workflow integration, expereoOne enables enterprises to automate information sharing and streamline internal processes. Updates and status changes can flow consistently to the right teams in real time, helping organisations maintain alignment across regions and departments.

This software-first model reflects Expereo’s broader strategy to reshape global network operations by providing real-time insights and end-to-end transparency. By reducing reliance on manual coordination and disconnected tools, the company aims to support more efficient, predictable and scalable network management for large enterprises operating across diverse markets.