Case Study: TSG achieves a world-class NPS score with Halo

TSG boosts NPS to +90 with Halo

TSG, a UK-based managed service provider, faced the challenge of replacing its rigid and outdated Autotask ITSM tool with only one month before its contract renewal. The system hindered adaptability and relied on inefficient communication methods like phone and email, creating a barrier to delivering modern customer interactions. They turned to the Halo platform to find a flexible, long-term solution that could be implemented quickly.

By implementing Halo, TSG achieved a rapid four-week transition with on-site support. The solution included a new client portal, automation for ticket routing, and a chatbot, which streamlined workflows and modernized communications. The results were significant: a 75% improvement in resolution times, a 70% reduction in phone calls, and over 60% of tickets now being processed through the portal. This led to exceptional customer satisfaction, including a world-class NPS score of +90, demonstrating the profound impact of the Halo platform.

TSG