Case Study: Sports Direct achieves greater autonomy and better service with HaloITSM

How Sports Direct achieved autonomy and improved service by migrating from an internal system to HaloITSM

Sports Direct, the UK's largest sporting goods retailer, faced significant challenges with its internal ITSM system, including a lack of functionality, high maintenance costs, and difficulty implementing changes. Seeking an ITIL-aligned solution that would grant them greater autonomy, they turned to the vendor Halo and its HaloITSM product.

Halo implemented its HaloITSM solution, completing a seamless migration and customization process in just two months. The results were substantial, including an 80% first call resolution rate, 92% customer satisfaction scores, and a 24% increase in SLAs. Sports Direct now benefits from a faster, more intuitive system at a reduced cost, with the autonomy to make configuration changes in minutes instead of weeks.

Sports Direct