Case Study: Tierney’s saves 5 minutes per ticket with HaloPSA

How HaloPSA Delivers 5-Minute Time Savings Per Ticket for Tierney’s Support Team

Tierney’s, a leading MSP based in Ireland, faced significant operational challenges with their previous PSA platform, ConnectWise. Their issues included inefficient manual processes for quotes and sales orders, poor ticket categorisation, and a cumbersome self-service portal that saw low customer adoption. Seeking greater flexibility and modern features, they turned to the vendor Halo and implemented its HaloPSA solution.

By adopting HaloPSA, Tierney’s gained fully customisable workflows, AI-driven automation, and an intuitive user portal. The solution from Halo delivered substantial results, including saving approximately 5 minutes per ticket, a 22% increase in portal usage, and a rise in customer satisfaction (CSAT) scores from 89% to 97%.

Tierney's

Kevin Tierney

Managing Director