Case Study: Scottish Environment Protection Agency achieves greater efficiency and customer satisfaction with HaloITSM

How SEPA increased efficiency by automating and integrating their daily processes with HaloITSM

The Scottish Environment Protection Agency (SEPA) faced a significant challenge in managing a high volume of customer enquiries from multiple channels, including 1,200 internal customers and 93,000 public calls annually. With 16 different mailboxes and 350 technicians, their previous system was inefficient. SEPA needed a unified, "one stop system" from a vendor like Halo to improve tracking, ensure safety, and increase customer satisfaction.

Halo implemented its HaloITSM solution, which was selected for its rich features, quality support, and competitive pricing. The platform was integrated with SEPA's existing intranet, asset database, and phone system. This automation and integration provided SEPA with automatic reporting, real-time visibility, and faster response times, leading to increased productivity and higher customer service satisfaction levels.

Scottish Environment Protection Agency

Alan Johnson

IS Project Manager