Sereno IT were able to differentiate from their competitors by migrating from ConnectWise to HaloPSA
Improved customer service thanks to real-time chat and self-service
Reduced costs with HaloPSA being an all-inclusive solution
Quickfire Q&A Case Study with Sereno IT
In a sentence or two, tell us what your company does.
Sereno provide IT support and consultancy services to SME’s, specialising in a cloud-first approach that promotes partnership through customer service, visibility, and strategic advice.
Before you found HaloPSA, what problems were you facing?
Prior to starting Sereno, both of our Directors worked in larger MSP’s, all using ConnectWise. We found ConnectWise to be inflexible, promoting a one-process-fits-all approach, which wouldn’t allow us to adapt our approach to service delivery in the way we wanted. There were also a lot of separate systems and ‘add-ons’ needed to provide the full service platform – they seemed behind on a more modern approach to support. We wanted to change our service to provide ‘on-demand’ support and streamline our backend operations, such as billing and ticket management, but found other systems couldn’t allow for this or cost a fortune.
Which features and integrations have you been using and why?
By using HaloPSA we have been able to provide a few differentiators to our partners. We use real-time chat to provide instant support for quick questions and how-to’s. We also allow our partners to book time in directly with an engineer at their convenience, which saves everyone time. We have also heavily utilised the Partner Portal, to the point of removing email and phone calls as the main way to request support. Instead creating bespoke service requests in the portal that gather the relevant information needed to prioritise the issue and provide the engineer with everything they need to start working.
What are some of the ways HaloPSA has helped you?
Besides the service delivery benefits and features mentioned previously, the billing, sales and reporting tools within HaloPSA have been great. We have created bespoke hardware and service packages that our Partners can select and ‘purchase’ through the Partner Portal. We easily created branded invoice and quote templates, and prebuild service and product stacks in the quoting tool to save time at quoting stage. The billing integrations are great, we can bill services based on types of email accounts or licenses, amount of contacts in Halo, or the amount of devices, thanks to RMM integrations – this previously caused us lots of issues in ConnectWise. We have had help from HaloPSA to create bespoke reporting we want around service performance and status, as well as sales performance and sales management reporting.
“Halo has given us the ability to differentiate our company in the market, streamline our operation, and reduce operational costs while improving customer service.”
Michael Johnson, Director, Sereno IT.
Would you recommend HaloPSA and why?
I would highly recommend HaloPSA to any MSP looking for a cost effective and scalable PSA that doesn’t require lots of add-ons and extras. The capability of HaloPSA is above anything we have worked with before, and although there are set process templates available ‘out the box’ it also gives the flexibility to design your own processes and differentiate your business.
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