The Ice Co° are saving 24 hours per month with HaloPSA
Implement Change Control in less than 1 week
Saving 24 hours per month
First Time Fix rate has increased significantly
Quickfire Q&A Case Study with The Ice Co°
Customer
The Ice Co°
Industry
Food Production
Tickets
400+ per month
Customer Since
2019
In a sentence or two, tell us what your company does.
Founded in 1860, The Ice Co° is Europe’s leading manufacturer of ice and the No.1 selling ice brand in the UK with products such as Super Cubes and Party Ice
Before you found our HaloPSA, what problem were you facing?
Before we started to use HaloPSA our ticketing system (although a very well known brand) offered little services to us from the package, essentially it was solely a ticketing system. The reason that we tried HaloPSA is because it offered a lot, if not everything we were looking to try and implement from an ITSM and PSA point of view within the Group. As all the features we needed can be built into the ticketing system out of the box, it was a no-brainer to move to HaloPSA.
“I can’t see why there would be any other choice than HaloPSA, it does everything we need and as we can automate nearly everything, the management overhead has dropped significantly.”
Matt Green, Head of Group IT, The Ice Co°
Which features and integrations have you been using and why?
Ticket Scheduling
Presently, we are using ticket generation rules for “special tickets” with scheduling. This allows us to keep on top of audits as a ticket will be generated automatically for certain tasks which is very helpful. For instance firewall or IT Governance audits.
Change Control
Before HaloPSA, there was no change control within the IT function at all. Utilising Halo’s built-in change control function allowed us to embed Change Control very quickly and efficiently. Again with auto rule creation, certain request for changes are sent straight to a pre-designed change-advisory board for that particular service so that voting can take place. This has saved a huge amount of time on implementation and also carrying out the change control process itself.
Customers / Suppliers
We previously had no way to manage customer and supplier information. However using Halo we have been able to add our customers and suppliers into a common interface. While this may not sound like much, it is essentially a mini CRM system which is extremely helpful with the option to log tickets to suppliers. This saves us a lot of time with phone calls or requesting quotes from suppliers.
Service Catalogue
Utilising the service catalogue has helped us significantly. Via the User Portal, end users are able to submit specific request types which will then be part of an automated process. For example, “a request for quote” can be sent for approval to their line manager before the service desk technicians action tickets. It also give the users a chance to be more involved in their use of the IT services as they can provide feedback and suggest additional services. This has also saved a significant amount of time as the users can select the appropriate category themselves, whereas previously on the old system, agents would spend typically 5 minutes categorising each and every ticket. Now, this is pretty much seamless and has saved a huge amount of time.
Asset Management / Software Releases
Previously, our asset management systems consisted of various excel sheets, this has now been imported into HaloPSA. From here we can run reports on user assigned assets and also create CMDB entries and overviews which allows us to see exactly what hardware/software a configuration item consists of. Therefore, “approved releases” for software can be managed and also have stock item of critical hardware components.
Notifications and Scheduled Reports
I really like how HaloPSA enables the use of notifications and report scheduling. This allows me to receive only the alerts that I actually want to see while being able to keep an eye on the overall service, and also provides me scheduled metrics ready for board updates.
Knowledge Base Articles
I am a big advocate for knowledge bases and “self help”. Although we are currently still implementing this I am already seeing the benefits with recurring (user fixable) issues now being fixed by the users as opposed to taking up system admin time resolving the same issues over and over.
What are some of the ways HaloPSA has helped you?
Being an SME with a very small IT team to support the entire group, it is extremely important to us that operations are conducted in an efficient manner. It’s been great that we can use HaloPSA as an ITSM tool too.
Some of the benefits and value add Halo has allowed us to achieve:
- Implement Change Control with relevant and various CAB’s in less than 1 week
- Implement Asset Management, CMDB for deeper understanding of the IT systems and the what makes up the services
- Saved circa 16 hours a month just on ticket administration alone (re-categorisation of tickets)
- Saved circa 8 hours a month raising/explaining tickets with suppliers, we now just press a button and is now measured in minutes and not hours per month.
- Proactive alerting on SLA breaches so that tickets are not forgotten about. This provides a better user experience as delays are reduced.
- Allowed the user base to feel more involved in the IT support function with the user portal. It is now basically a one stop shop for anything IT.
- Provided a more competitive culture on the service desk for ticket closures per month and first time fix rates.
- User Based Knowledge Base articles save a lot of time and free up resources on the service desk to work on projects to implement new features.
- First Time Fix rate has gone up dramatically from technician based KB articles which has led to improved relations with our customers.
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