The Solution

---

Fortuitously, HaloPSA reached out to Osiris Technologies. They trialled HaloPSA many years ago and enjoyed its functionality and speed. However, the cloud-based web app wasn’t quite ready for market and this was deemed essential for the company. Therefore, when Robbie Emerson discovered the web app was available, and was the fastest MSP solution on the market, he knew they found what they had been looking for.  

During the implementation process, a HaloPSA expert went on site for 4 days to configure the system to their exact requirements. “Having the team sit down with us and work out exactly what we required was so useful. Implementing a new system is always daunting, so to have the level of support we experienced made the whole process much easier”. 

The Results

---

Reporting & Dashboards

Real-time product dashboards and detailed reporting has enabled a complete turnaround for the team. The reports have given Osiris Technologies increased visibility internally and externally, meaning they now have data to back up their requests. 

• Capacity reports can predict when ticket backlogs, or conversely quiet periods, are likely to occur. Consequently, the teams can be prepared for busy periods and are proactive rather than reactive to such situations.
• If the capacity report shows a 90-95% capacity rate for a significant period of time, they now have good evidence that a new hire is required.
• If a team member isn’t meeting their SLA’s they can now see why, for example if a ticket is more complex. If this is the case it can now be passed on to a technical agent. 
• More value, and in turn increased revenue, is being created. For example, if a client is going over their allotted time each month, reports can be provided showing precisely what services are being billed for, such as being on site or providing remote support. 
• Faster response rates are achieved through the ability to view unassigned tickets on the dashboard as they come in. 

Customer Service

Customer feedback was limited for Osiris Technologies. Prior to HaloPSA unless someone emailed the company directly, there was no way of tracking customer satisfaction. Such a system inevitably led to a bias towards negative comments that made it difficult to take an objective view of performance. 

HaloPSA introduced one-click feedback, where a feedback button is added to every ticket. Weekly feedback reports are sent to the teams from which decisions and improvements can be made.

Since implementation, Osiris Technologies have received 1149 pieces of feedback. 1118 of these have been ‘good’ or ‘awesome’ and only 21 have been ‘bad’. This customer satisfaction tracking has provided significant gains in efficiency and increased productivity by allowing the application of standardised processes in response to each feedback category.

Integrations

Integrations were non-existent in previous solutions. Support teams were going from call to call without creating a ticket and inputting details. Without a centralised system for their tools, time was lost and details were missed. Whilst implementing HaloPSA, the team requested an integration with Go Integrator.

With this integration, tickets now pop up during a call so information can be filled out quickly and accurately. This intuitive feature means time can be logged more efficiently, leading to more accurate billing. 

Advice & The Future

---

When asked what advice Robbie would give to others implementing HaloPSA, he recommends making use of the ‘areas’ function which allows the separation of work, right from the start. This aids in the organisation and management of projects from the get-go. 

Looking to the future, Osiris Technologies are hoping to integrate Xero with HaloPSA. This would be advantageous for the company as it would facilitate management of the entire process from quoting, to closing the ticket, with ease.