Case Study: TSG achieves faster, more efficient service with Halo AI

AI Powering World-Class Service at TSG

Technology Services Group (TSG), a managed service provider and Azure Expert MSP, had already achieved strong efficiency with HaloITSM but sought to further improve the experience for both agents and end users. Their challenges included manual ticket triage that slowed response times, friction during escalations, and a time-consuming process for creating knowledge base articles.

By implementing Halo's AI-powered features, including AI triage, automated knowledge article creation, and a virtual agent, TSG streamlined its support processes. The results were significant: a 30% increase in knowledge article creation, a rise in NPS from +80 to +87, and faster resolution times, all while maintaining strict security and compliance through their own Azure tenancy.

TSG

Steven Carter

Operations Director