How ACH Group saved 2 hours per day and achieved an 87% SLA by implementing HaloITSM

NovelVista

Last updated 22/07/2021

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Summary of the case study:

What were the requirements?

• Intuitive ITIL aligned tool to manage Service Desk requests
• Ability to keep track of asset inventory
• Improve customer satisfaction levels
• Extensive customization and tailoring to meet exact needs

What was the Solution?

HaloITSM brought a simple to utilize, ITIL based arrangement with DevOps style arrangement. Completely configurable with highlights, for example, a design the board information base (CMDB) and Change Management taking care of prompted quick selection.

How The Results Panned Out?

• Saving 2 hours of manual admin work per day
• Achieving an 87% SLA which is increasing month on month
• Improved clarity with a fully functional CMBD and Change Management system

About ACH Group

Aged Care and Housing Group (ACH Group) is an aged care supplier offering private and network-based care services across Victoria and South Australia. 

Their main goal throughout the most recent 67 years of activity is to enable their clients to live "Great Lives" by regarding every client and individual as a novel. They uphold their clients to assist them with remaining in charge of their own lives and settle on their own choices. ACH Group is committed to helping their clients stay hopeful and feel like they have a place, while effectively adding to the network and staying as sound as feasible for to the extent that this would be possible.

The Challenge

Envision a situation where your inheritance help desk framework did not have the day by day usefulness you required. You expected to oversee demands yet this was difficult to do and on top of this, your framework was hindered with old solicitations. Your clients were getting progressively disappointed however you had no real way to deal with your administration levels or track occurrences. Inside, you expected to monitor your resource stock however you were unable to do this without making weighty ventures. This was the truth for ACH Group, they had many trouble spots however their framework couldn't cure them effectively or cost successfully. 

For ACH Group, they expected to update their whole assistance work area framework and cycles. The huge number of issues they were encountering brought about the poor end-client experience and decreased consumer loyalty levels. 

ACH Group utilizes ITIL based practices, anyway, they are a remarkable association and required a few highlights frequently not upheld by other Service Desks. For instance, they now and again redistribute their home visits to outside offices. HaloITSM controlled the usefulness of the framework so ACH Group could log calls to these offices and monitor demands. They required a framework that could give broad customization and fitting to suit their necessities.

“Life was grey – service was not easy to deliver and customer experience was not optimal.  Now life is Halo colorful – inject some color into life and you will find your customers become reinvigorated and start using your services more.” - Mark Render, Head of Digital Systems of ACH Group said.

The Solution

Considering their present difficulties, ACH Group was searching for an answer which was anything but difficult to utilize, used ITIL best practices with DevOps style arrangement and had highlights, for example, a design the board information base (CMDB) and Change Management taking care of. 

Having utilized HaloITSM in his past association, Mark Render realized HaloITSM could satisfy the entirety of their necessities and that's only the tip of the iceberg. A tremendous draw for ACH Group was the means by which their whole framework could be custom fitted to their necessities and added usefulness could be made dependent on demands. 

During the execution cycle, HaloITSM engineers went to the site and constructed the whole framework next to each other with ACH Group. HaloITSM ensured the progress and onboarding experience was consistent so there was a negligible disturbance to the ICT Team. At first, HaloITSM began as an undertaking for the ICT group. In any case, the framework is presently being utilized by a further 3 (totally different) groups and is developing all through the business. ACH Group currently handles 4,000+ solicitations every month. 

The instinctive, simple to explore nature of HaloITSM, close by the proficient group and top help has prompted simple selection. ACH Group has now overseen their SLAs, expanded granularity over their ticket groupings, and their resource and change management has been streamlined.

“We would not change anything except getting it sooner. If you don't have HaloITSM yet do yourself and your organization a favor and get it. It will save you a fortune compared to the likes of ServiceNow and I would argue does a better job”. - Mark Render, Head of Digital Systems of ACH Group added.

The Results

The result of picking HaloITSM has been stunning. ACH Group is sparing their architects around 2 hours every day of administrator work. This has liberated their time so the group can chip away at more demands every day, or disengage normal issues into bunch demands. 

As SLAs were limitless and a few solicitations were more than a year old, their consumer loyalty was seriously influenced. Since utilizing the SLA work, they are accomplishing an 87% SLA which is expanding month on month. 

With added usefulness, ACH Group is presently well on its approach to having a completely utilitarian arrangement the board information base (CMDB) and change management framework which will permit them clearness over their current circumstance that they have never experienced. 

ACH Group is right now investigating outside combinations with different organizations and their own interior CRMs. HaloITSM is anticipating supporting ACH Group along at all times.

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