Case Study: Canterbury Christ Church University raises customer satisfaction to 98% with HaloITSM

How Canterbury Christ Church University raised customer satisfaction to 98% by using Halo

Canterbury Christ Church University was facing unsustainable, labor-intensive IT service processes. Its outdated system lacked self-service options and a service catalogue, forcing users to rely on calls and emails while a massive asset inventory was tracked manually in a spreadsheet. The university needed a modern ITSM solution to improve user experience and operational efficiency, leading them to select the HaloITSM platform from vendor Halo.

By implementing HaloITSM's low-code platform, the university automated workflows and introduced a self-service portal. This solution freed up 38% of IT staff, streamlined the management of over 25,000 assets, and led to 98% incident and 99% request compliance. Customer satisfaction reached a record 98%, and the success has been so significant that the university is now rolling Halo out to other departments to create a unified enterprise service management system.

Canterbury Christ Church University

Sarah Beavon

Chief Information Officer