Case Study: Optivo streamlines IT service delivery with HaloITSM

Optivo created a seamless process to provide customers with quick and easy resolutions

Optivo, one of the UK's largest housing providers, faced significant challenges with their previous IT service management system. The lack of configuration, workflow capabilities, and powerful reporting resulted in reduced customer satisfaction, longer wait times, and poor internal visibility into team performance. Seeking a modern, ITIL-aligned solution, they turned to Halo and implemented HaloITSM.

By adopting HaloITSM, Optivo gained a flexible and easily configurable platform that automated workflows and provided powerful reporting. The solution from Halo saved the team two hours of manual admin work per day and helped them achieve an 87% SLA that continues to increase. The modern web application also improved agent productivity with faster page loads, allowing them to handle more tickets and provide customers with quicker, easier resolutions.

Optivo

Danielle Deeprose

Service Desk Team Leader