About York University
York University, located in Toronto, Canada, is the third-largest university in the country and a leading educational institution known for its commitment to academic excellence and innovation. With over 55,000 students annually and a diverse range of programs, York University fosters a dynamic and inclusive learning environment. To streamline its diverse operations and improve service delivery across various departments, York University sought an Enterprise Service Management (ESM) solution.
Requirements
With a vast customer base nearing one million, York University needed a centralized enterprise management tool to replace its fragmented systems and digitalize areas that were still using analogue processes. The university required a solution that could cater to multiple departments, including IT, Human Resources, and the bookstore, each with unique needs and processes. Additionally, the tool had to address the following specific requirements:
- User-friendly interface with all ticket information visible on a single screen
- Robust reporting tools and dashboards that are easy to create and maintain
- Cloud-hosted solution with high performance and minimal downtime
- Flexibility to adapt features to changing needs over time
- Long-term HR process streamlining and management
- Integrate with other tools that are used in the business
- Cost-effectiveness
The Solution
With a partner-led implementation, York U implemented Halo in spring 2021 with 200 agent accounts. Halo offered a competitive pricing structure, superior customer service, and technical expertise that ensured a smooth transition and ongoing support. The user-friendly interface has increased the efficiency and usability of their system, whilst the cloud-based solution has guaranteed high performance and a reliable platform. The IT team leveraged Halo’s ITIL-aligned, out-of-the-box solution for a seamless transition. They used the robust reporting tools and easy-to-maintain dashboards to facilitate data-driven decision-making and meet KPIs, with USC IT Services boasting a 98.1% resolution rate for SLA compliance and a 92.3% customer satisfaction rate.
The system’s flexibility has allowed bespoke solutions to be implemented for the HR teams that require specialised workflows for processes that can take over a year. Halo’s powered automations has allowed for significant parts of this to be taken care of with fewer touch points from agents and streamlined processes for a higher efficiency. York University is now planning to roll out Halo to additional departments, which are eager to be included in this enterprise solution.