Case Study: Sackers achieves white-glove IT support with HaloITSM

Sackers Provides White-Glove IT Support, Powered by Halo

Sackers, a leading law firm specializing in pensions, required an IT service management solution that supported its high-touch, white-glove user experience. Their previous SharePoint-based ticketing system was inefficient, lacked integration with communication tools like Teams, and made collaboration and ticket tracking difficult for both users and the IT team.

By implementing HaloITSM from Halo, Sackers gained real-time ticket visibility and seamless Teams integration, which enhanced collaboration and efficiency. The results were significant, including a 97.7% recent CSAT score and extremely fast response times, with medium-priority incidents addressed in just 1.82 minutes. Halo provided a robust and reliable system that allowed the IT team to focus on proactive service improvement.

Sackers

Danny O’Connor

Head of IT