Case Study: Lucid Systems streamlines support and scales operations with Halo

From Disconnected Tools to One Platform Lucid’s Move to Halo

Lucid Systems, a managed service provider based in Ipswich, faced challenges with its fragmented and manual operations. Using Zendesk and disconnected internal tools, their growing team struggled with limited visibility, no SLA tracking, and a lack of automation, causing key tasks to be missed. They needed a unified platform to manage their workload effectively.

The solution was implemented by Halo, which replaced their disparate systems with a single, scalable platform. Halo provided intelligent automation for tasks like review requests and ticket generation, AI-assisted diagnostics for junior engineers, and key integrations. This resulted in faster triage, reduced manual effort, fewer unnecessary ticket escalations, and laid a foundation for future growth, all supported by a valuable local partnership.

Lucid Systems

Chris Parrot-Wells

Systems Engineer