Case Study: Black Country Healthcare NHS Foundation Trust achieves digital excellence with Halo

Black Country Healthcare NHS Achieving Digital Excellence with Halo

Black Country Healthcare NHS Foundation Trust, a UK mental health and community trust, faced significant challenges due to an outdated service desk system that provided no meaningful reporting or visibility. This made it difficult for their IT and HR teams to prioritize work or track queries, slowing down support for their staff. They turned to the vendor Halo to find a scalable solution.

By implementing Halo's platform, the trust created a single portal for staff requests and developed an out-of-the-box chatbot named "Mary" to handle routine queries. The solution provided shared visibility across departments, enabling the successful delivery of major projects like the Spine Enablement initiative in just days and at no additional cost. The results included achieving Excellence in Digital Accreditation, improving staff morale, and enabling over 100 agents to provide efficient, transparent support.

Black Country Healthcare NHS Foundation Trust

Catherine Smith

Deputy Chief Information Officer