Case Study: UK Export Finance unifies IT support and boosts feedback with HaloITSM

UKEF Empowers Staff and Exporters Through a Single Platform

UK Export Finance (UKEF), the UK's export credit agency, previously relied on an outsourced IT provider, which created cost pressures and inconsistent support processes for its internal staff and external partners. Seeking greater control and a unified system, UKEF selected Halo and its HaloITSM platform to establish clear processes and bring its operations in-house.

By implementing HaloITSM, UKEF successfully consolidated support for its staff, banks, and exporters onto a single platform. The results were transformative: monthly feedback response rates soared from 5% to 30%, user adoption grew significantly, and satisfaction scores consistently remained above 99%. Halo provided the visibility and efficiency gains UKEF needed to deliver faster, more reliable support.

UK Export Finance (UKEF)

Tim Penfold

Head of IT Operations