Case Study: York University achieves 98.1% SLA resolution compliance with Halo

How York University achieved a 98.1% resolution rate for SLA compliance with Halo

York University, a major Canadian educational institution, needed to replace its fragmented and analog systems with a centralized Enterprise Service Management solution. The university required a user-friendly, cloud-hosted platform from a vendor like Halo to streamline operations across IT, HR, and other departments while meeting specific needs like robust reporting and cost-effectiveness.

The solution was. This resulted in a 98.1% SLA compliance resolution rate for IT services and a 5% year-on-year increase in customer satisfaction. Halo's automations also streamlined lengthy HR processes, leading to plans for a wider rollout across the university.

York University