Case Study: PPHE Hotel Group increases self-service ticket submissions by 57% with HaloITSM

How PPHE Hotel Group Increased Ticket Submissions Via The Self-Service Portal by 57%

PPHE Hotel Group, an international hospitality real estate group, faced significant challenges with their previous IT service management (ITSM) software. Their end-users found the platform difficult to use, leading to low portal adoption and inefficient ticket logging, while administrators struggled with configuration. They sought a new, easily configurable and scalable ITSM solution from a vendor like Halo to build a comprehensive Enterprise Service Management platform.

Halo implemented its HaloITSM product, which provided a clean, user-friendly interface and powerful functionalities like customizable dashboards and extensive integration capabilities. The results were significant, including a 57% increase in ticket submissions via the self-service portal and a higher percentage of tickets being resolved within SLA. The positive reception led PPHE Hotel Group to expand their use of HaloITSM beyond IT to other departments.

PPHE Hotel Group

Justin Bricknell

IT Support Manager