Case Study: TSG Achieves World-Class NPS and Faster Resolution with Halo

How TSG Achieved World Class NPS Score with Halo

TSG, a UK-based managed service provider, faced a significant challenge when their existing Autotask ITSM tool could not adapt to their evolving needs. With a contract renewal deadline just one month away, they urgently needed a flexible replacement to modernize their customer communication and streamline operations. They turned to Halo for a solution.

Implementing Halo's ITSM platform provided a modern client portal and automated ticket routing, which drastically improved efficiency. The results were substantial, including a 75% improvement in resolution times and a 70% reduction in phone calls. Most significantly, Halo helped TSG achieve a world-class Net Promoter Score of +90, showcasing a major boost in customer satisfaction.

TSG

Chris Porter

Operations Manager