How Centrality grew as an organisation by migrating to HaloPSA
Improved levels of service with increased functionality compared to previous tool
Saved time by automating workflows
Increased transparency levels
Quickfire Q&A Case Study with Centrality
Customer
Centrality
Industry
MSP
Customer Since
2018
In a sentence or two, tell us what your company does.
Centrality are an IT support and technology services provider delivering modern workplace, service desk, cloud transformation and consultancy services based in the United Kingdom. With a wealth of knowledge and experience, we can help your organisation succeed through the successful deployment of the right technology to unlock customer potential.
Before you found HaloPSA, what problems were you facing?
Before moving to HaloPSA, we were using another tool, which was lacking in terms of functionality and available integrations. Due to this, we struggled to grow as an organisation. However, now that we are using HaloPSA, we have overcome this issue and are continuing to grow.
Which features and integrations have you been using and why?
Centrality have made heavy use of third-party integrations with other Service desk tools used by our client’s third-parties.
SLA management has also been a big part of our onboarding of HaloPSA, as has the reporting functions to allow us to really deep dive into not only the ticket information and statistics, but also the performance of our analysts on a day-to-day, week-to-week and month-to-month basis.
Another key component of HaloPSA that we have invested time into is the Change Management function – making this process much more robust and trackable.
“Before moving to HaloPSA, we were using another tool, which was lacking in terms of functionality and available integrations. Due to this, we struggled to grow as an organisation.”
Mandie McCulloch, IT Support Manager, Centrality.
What are some of the ways HaloPSA has helped you?
The reporting that we have been able to undertake of late has made such a difference to our clientele. It has allowed us to really deep dive into tickets, agent performances, trends for repeated incidents and more, all of which help us to achieve the best possible support for our clients.
We are in the process of creating specific wall boards that will automatically provide us with visuals to help with the day-to-day running of the desk team. Beforehand, we were manually creating these and it was a massive overhead.
Having a designated support/customer relationship person has been fundamental for us in starting to take forward a continuous improvement plan. This support allows us to turn around quick configuration changes that make a real difference to the processes we invoke. This includes pausing the three strike rule over the weekend and configuring the statuses of tickets to create certain behaviours within the tickets (auto moving things to correct queues).
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