Case Study: ACH Group saves 2 hours a day and achieves 87% SLA with HaloITSM

ACH Group saves 2 hours a day with Halo

ACH Group, a healthcare organization in Oceania, was facing significant challenges with its legacy help desk system, versaSRS. The system lacked necessary daily functionality, could not manage requests effectively, and was bogged down with old tickets, leading to poor service levels and frustrated customers. They needed a fully customizable ITIL-based solution to overhaul their service desk processes and handle unique operational needs, such as tracking requests outsourced to external agencies. This led them to implement HaloITSM from Halo.

By implementing HaloITSM, ACH Group gained a highly configurable platform that was tailored to their specific requirements. The solution provided a configuration management database (CMDB) and robust change management handling. The results were significant, saving engineers two hours per day on manual admin work and achieving an 87% service level agreement (SLA) rate that continues to increase monthly. Halo provided a seamless implementation and onboarding experience, leading to widespread adoption across the business and vastly improved clarity and control over their IT environment.

ACH Group