Customer Success · built by operators
XOPS isn’t shipped and walked away from. It’s co-designed and co-deployed with the IT teams who run on it. Our team includes operators who have staffed help desks, owned refresh cycles, sat through audits, and handled the 2am escalation to the CIO.
The platform reflects what we wished we’d had. The engagement reflects how we wish we’d been worked with.
The partnership promise
We don’t pitch and push. We sit with your operators, learn the seams, and earn the right to ship the next domain. Here’s how that actually works.
1 · We sit before we sell
Before we recommend anything, our team walks your operational reality with yours. We map the seams, the silos, the late-night fire drills. Most vendors learn your stack from procurement. We learn it from your operators.
2 · We co-design, not deliver
We bring the platform; your team brings the truth. The first Outcome is configured side-by-side. So is the second. By the time we hand over keys, your operators run XOPS, because they wrote it with us.
3 · We measure what we promised
Before we go live, we agree on what good looks like. SLAs. Reclaim rates. Time-to-productive. Audit posture. Then we measure. The platform is judged on operational outcomes, not on deployment milestones.
4 · We earn the next domain
We start with one domain. The one with the highest pain or the cleanest savings. We deliver. Then you decide where we go next. Customers often expand, not because we sold them the next domain, but because the first domain proved it.
Featured customer
Broadcom · Smart Refresh™
Semiconductor & infrastructure technology
Broadcom refreshes tens of thousands of devices across a global fleet. The math only works one way: nearly every device transition has to run autonomously, with humans only on the exceptions that genuinely need judgment.
We started with one domain, device lifecycle. Co-designed the runbooks alongside their endpoint engineering team, and replaced age-based replacement with Smart Refresh™: a continuously reconciled Device Position that governs every refresh against current operating condition, not a fixed schedule.
Healthy devices stay in service. Only the ones the evidence says to retire get retired. Fewer unnecessary replacements, longer useful life, and fewer emergency refreshes, worth $4.5M a year against the old age-based cycle.
Signals the Device Position reads
$4.5M+
Saved per year
+1–2 yrs
Avg device life extension
“We stopped replacing devices because the calendar said so. Every refresh now has a real reason behind it, and every device we keep in service has real signals telling us it’s fine to keep.”
IT Asset Management Lead
Smart Refresh™ · Signal-driven device refresh
More transformations
Cencora
Pharmaceutical
Cencora’s contractor on/offboarding cycles were eating 100+ hours of operations time every week, and devices were rarely recovered. We started where the pain was loudest. Co-designed the contractor lifecycle runbooks. Layered in license reclaim and chain-of-custody recovery.
100+ hrs
Saved per week
25% → 70%
Device recovery rate
Corteva
Agriscience
Corteva runs 57,000 devices on a Device-as-a-Service program with no central operational view. We built the operational graph against their distributed estate, surfaced every unaccounted-for device, broke the DaaS lock-in, and cut security-audit response from weeks to seconds.
3,000
Devices found & recovered
Weeks → sec
Security-audit response
How we engage
Physically when it matters. Virtually when it doesn’t. Joint ownership, explicit sign-off, full audit and rollback, from discovery through expansion.
A community of operators
The hardest IT operations problems aren’t in any documentation. They’re in the heads of the people who’ve already solved them. Our customers learn faster because they learn from each other, and from the operators on our team who lived the same problems first.
Annual
Every year, our customers come together. Closed-door sessions, real numbers, real failure modes, real playbooks. The agenda is set by the operators in the room.
Quarterly
Smaller groups. Domain-focused. Endpoint engineering one quarter, identity another. Operators benchmark with peers running the same stack.
Always-on
Customers contribute Outcome configurations, with permission, for others to learn from. The patterns that worked at one large enterprise are starting points for the next.
On call
Practitioners on our team (former CIOs, IT directors, endpoint architects) who can be borrowed for specific challenges. Not a sales engineer. An operator who’s done your job.
What operators tell us
Operators tell us we don’t sell software, we sit with them until it works, then stay until the next thing works too.
What IT operations leaders tell us
Endpoint teams tell us our architects know their job because we’ve done their job — and that it’s rare.
What endpoint engineering leaders tell us
Customers describe it as not replacing a single system, but declaring the end state — the engine runs on the stack they already have.
What enterprise IT leaders tell us
One people-operations team told us their new-hire orientation used to list the tickets to expect that week — and that they’ve since removed the slide.
What people operations leaders tell us
A partnership built around the operators who run your stack, not the support tier you escalate to once a quarter.
