How Commercial Managed IT improved efficiency levels through automating workflows and reducing overheads with HaloPSA
Reduced overheads from an administration and configuration perspective
Saved time by automating workflows
Improved collaboration between onsite and offsite IT teams
Quickfire Q&A Case Study with Commercial Managed IT
Customer
Commercial Managed IT
Agents
90
End Users
8,000+
Customer Since
2019
In a sentence or two, tell us what your company does.
Commercial Group are specialists in the procurement and distribution of business products, workwear, facilities and PPE; the delivery of managed print; the creation of inspiring workplaces; smart technologies and the design, implementation, support and management of flexible, scalable enterprise technologies, services and security solutions. Our Managed IT Division designs, implements and supports the IT infrastructures of some of the UK’s top organisations within both the public and private sector.
Before you found HaloPSA, what problems were you facing?
Although the existing system was suitable from a ticketing perspective, the implementation of new features required significant development time. Halo seemed to be very different; its slick interface meant you could easily move between different modules, with the layout of the platform designed to guide you through each area. With all configuration done via the web application, rather than long queries or SQL table changes, there was also the opportunity to reduce overheads from an administration and configuration perspective.
Which features and integrations have you been using and why?
Incident Management – this is a core requirement as part of our Managed Service and Network Operations Centre offering. The ability to customise workflows on a per customer basis, along with SLA’s and working hours, meant that we were saving a considerable amount of time as the system would prioritise tickets automatically, meaning engineers could focus on resolving tickets, rather than spending time working out which one to investigate next.
Change Management – our previous Change Management process was very clunky, but with the implementation of Halo we’re now in a position to make approving or rejecting Change Requests a one click process both internally and for our clients. Custom reports make it easy to see how many changes have been implemented for an individual client, or by a certain engineer, further reducing admin overhead to find the information they require.
Solarwinds integration – We’ve integrated our Solarwinds monitoring platform with Halo, and this has again increased the efficiency of the team. Our monitoring platform raises tickets directly into Halo, updating them if there is a change of status and automatically closing alerts that have been resolved. Historically there would be time spent each day reviewing alerts to ensure they are still active and need to be investigated, but with Halo this is all done automatically – the team now just focus on open tickets in the system as Halo does the processing for us.
“Halo has contributed to the successful re-contract of two large managed service clients, by clearly demonstrating its effectiveness in enabling collaboration between onsite and offsite IT Teams.“
Tom Yoxall, Head of Support Services, Commercial Managed IT.
What are some of the ways HaloPSA has helped you?
Halo has reduced the overhead on reviewing monitoring alerts, saving our engineers 1.5 hours a day depending on the volume of monitoring alerts that are generated during that time.
Halo has contributed to the successful re-contract of two large managed service clients, by clearly demonstrating its effectiveness in enabling collaboration between onsite and offsite IT Teams.
We’ve been able to import previously manual processes into the system. This saves significant time by automating workflows, rather than manually reviewing the process against milestones, and allows an easy and effective way to report on the status of information contained within this process.
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