Case Study: Wolseley achieves faster ITSM transformation with Halo

How Wolseley Replaced ServiceNow in Just 10 Weeks, with Halo

Wolseley, a leading UK plumbing and heating merchant, faced significant challenges after a demerger left them with an inflexible and expensive global ServiceNow setup. Simple changes required lengthy third-party intervention, hindering progress. They needed a new ITSM platform that could be implemented within a strict 10-week deadline, support 250 agents across multiple departments, and offer greater administrative control and chatbot functionality. They selected HaloITSM from vendor Halo for the solution.

Implementing Halo provided Wolseley with a no-code, low-code platform that was deployed two weeks ahead of schedule. The solution included a new self-service portal, live chat, and automation from day one. This led to a 15% increase in live chat usage, allowing staff to get support without interrupting customer service, and maintained customer satisfaction scores of 95%. The success prompted adoption by other departments like Finance and HR, establishing a foundation for enterprise service management. Vendor Halo's platform gave Wolseley full administrative control and a partnership for future AI innovations.

Wolseley

James Crotty

Service Desk Manager