Case Study: nGeneration (MSP) achieves centralised service delivery and increased revenue with HaloPSA

nGeneration centralises and improves service levels with HaloPSA

nGeneration, an MSP serving the UK hospitality and retail sectors with a 365‑day support hub and nationwide field engineers, faced challenges managing varied SLA timings, integrating with customer systems, generating useful management reporting and replacing ageing systems. To address these issues they implemented HaloPSA’s cloud‑based PSA platform, using its CRM integration and automated ticket logging to centralise workflows and improve service resilience.

Using HaloPSA, nGeneration linked assets and contracts to tickets, applied knowledge‑base templates to standardise site visits and automated KPI reporting, which saved engineer and management time and reduced manual reporting. Measurable impacts include increased revenue from tracking billable items and time, remote resolution of hardware calls rising to 10% (from 5%), evidence of industry‑best SLAs helping win new corporate customers in 2020, and overall confidence in the HaloPSA platform and team.

nGeneration