Case Study: nGeneration improves SLA reporting and remote resolution with HaloPSA

nGeneration boosts remote hardware resolution to 10% with HaloPSA

nGeneration, an MSP providing IT services to the UK hospitality and retail sectors, faced challenges with its outdated PSA system. The company struggled to manage varying customer SLAs, suffered from a lack of integration that caused errors and delays, and found reporting for both internal and customer use to be inadequate. These issues prompted their search for a new solution, leading them to HaloPSA.

By implementing HaloPSA, nGeneration leveraged its CRM integration, cloud-based model, and automated ticket logging. The solution helped standardize processes with a knowledge base, improved engineer efficiency, and provided robust reporting. The measurable results for nGeneration included doubling the percentage of hardware calls resolved remotely from 5% to 10%, saving on field visit costs. Furthermore, HaloPSA enabled them to evidence industry-best SLAs, which directly helped win new corporate customers.

nGeneration