How Family Fund Business Services gained visibility, improved collaboration and fast resolution times with Halo Service Desk
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
Customer
Family Fund Business Services
Industry
Not-for-profit
Tickets
500+ per month
Customer Since
2019
At a glance
Requirements
- Intuitive ITIL aligned tool to manage Service Desk requests
- Ability to keep track of asset inventory
- Improve customer satisfaction levels
- Extensive customisation and tailoring to meet exact needs
Solution
Halo Service Desk brought an easy to use, ITIL based solution with DevOps style alignment. Fully configurable with features such as a configuration management database (CMDB) and Change Management handling led to swift adoption.
About Family Fund
Family Fund Business Services is the UK’s leading business-to-business fulfilment service. They provide a unique model that offers unrivalled value, supporting charities, local authorities, housing providers and other commercial organisations.
Through their collective buying power and efficient, industry-leading fulfilment processes, they provide easy access to thousands of discounted essential products and services, helping their customers save time and money and ensuring quick and effective delivery to those that need them most.
The Challenge
Family Fund Business Services’ (FFBS) former system was limited in both its features and functionality. FFBS were looking for better reporting functionality and a smoother, faster user interface for their agents to use for their daily workflows.
They also had a requirement for an in-built CRM (Customer Relationship Module) that could easily run alongside their service desk. The advantage of Halo Service Desk was that these two modules integrate seamlessly and allow agents from all teams to gain visibility of what is happening across the board.
There was also a need to centralise their systems and business processes while retaining the ability work independently from one another, which is where the Halo Service Desk’s teams functionality came in.
Integrations with multiple systems has created much-needed visibility, alongside the ability to measure operations and shorten restoration times.
The Solution
Family Fund Group utilise Halo Service Desk’s core modules for both their internal IT team and their FFBS team: the service desk ticketing suite, the CRM module and the reporting suite. Having multiple teams working within the same application is more cost effective from a subscription perspective and makes it easier for cross-team collaboration. Being able to give agents specific permissions to view different team activity has been crucial and has increased inter-departmental communication and accountability.
The Results
There have been noticeable savings due to the centralisation of business processes through Halo. These include general time savings due it all being in one system as now email communications are not in multiple email inboxes. Account Managers now have visibility of all of their clients’ service desk tickets and can easily view them through the CRM records or via the ticketing module itself. In general, the User Interface is faster and smoother and over time the impact of this streamlining will be reflected in further time savings.
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