About TSG
Technology Services Group (TSG) is a managed service provider based in Newcastle, with offices in Glasgow, Aylesbury and Bristol. As one of just 135 Azure Expert MSPs worldwide, TSG delivers innovative, end-to-end IT solutions for ambitious businesses across the UK.
The Challenge
After implementing HaloITSM in 2023, TSG had already achieved a strong baseline of efficiency. They’d built out automated workflows, improved routing, and consistently maintained an NPS of +80. With their processes in a strong place, the team began looking at how they could build on that foundation, identifying opportunities to improve the experience for both agents and end users by reducing manual effort, increasing consistency, and speeding up service delivery.
At the triage stage, engineers often needed to manually search for past tickets or knowledge base articles to understand the context of an issue. It slowed down response times and made routing less consistent, especially when handling 400+ tickets a day.
Escalations added another layer of friction. Engineers picking up a ticket had to read through long update chains just to get a sense of what had already been tried.
Knowledge base creation was also a sticking point. After resolving a ticket, engineers manually wrote up knowledge articles, a task that could take up to 20 minutes. Sometimes, it was missed entirely. When articles were created, they often required reformatting, editing, and approval from the knowledge management team, which added further workload and inconsistency across the board.
"We weren’t looking to fix anything, we just saw a chance to make things easier for the team and more consistent for the customer.”
- Chris Porter, Operations Manager
For TSG, AI was the natural progression to reduce repetition, support their teams, and extend the value of the platform already in place.
The Solution
With a strong foundation already in place, TSG began adopting Halo’s AI-powered features to streamline support processes, assist engineers, and improve overall service efficiency. The team set out to enhance the human experience rather than replace it. They focused on three key areas: AI triage, knowledge base creation, and the virtual agent.
AI Triage and Insights
TSG rolled out AI triage across incident tickets. While engineers still make the first customer contact, AI now suggests related articles, highlights past tickets with similar issues, and identifies team members who’ve handled similar requests. AI-generated insights also help guide categorisation, priority, and suggested resolutions, improving accuracy from the outset. This enables a more consistent triage process, supporting engineers without removing their control.
Knowledge Base Creation
Engineers can now generate structured knowledge base drafts with one click at the end of a ticket. TSG worked closely with Halo to customise the process, ensuring articles still go through manual review by the knowledge team. They also ensured the process excludes sensitive data and enforces a consistent article format. Knowledge managers now work more efficiently, reviewing clearer drafts with less editorial effort.
Virtual Agent
Halo’s internal virtual agent has become a central hub for engineers, surfacing relevant articles, summarising tickets, and suggesting responses directly within the workspace. It’s particularly valuable during escalations, where second- and third-line teams can instantly understand the context without re-reading long threads.
"It just makes our lives a lot easier on the desk. We’re not spending time asking around or digging through notes, the information’s just there.”
- Josh Allison, Service Desk Analyst
Security
Security was a key consideration throughout TSG’s AI rollout. Whilst Halo offers multiple AI model options, TSG, as a Microsoft house, chose to integrate with OpenAI via their own Azure tenancy. This ensures all data stays within their environment and is not used to train external models. The setup is fully encrypted end-to-end, with a zero data retention policy, giving the team full confidence that client information remains secure.
This approach allows TSG to make full use of AI capabilities while maintaining complete control over how data is processed and stored. Halo’s AI features now score incoming tickets against more than 60,000 indexed records in TSG’s system, delivering highly relevant results without compromising compliance or data security.
The Results
- Faster resolution times, with AI summaries helping engineers reach the root cause more quickly.
- More efficient escalations, with downstream teams using AI-generated summaries instead of manual review.
- 30% increase in knowledge article creation, with publishing time reduced to just 5–6 minutes per article.
- Downvotes on knowledge articles have decreased, reflecting higher quality and consistency.
- Customisable AI workflows ensure security and consistency, aligned to TSG’s internal standards.
- AI now scores new tickets against a library of 60,000+, improving classification and response quality.
- NPS has increased from +80 to +87, demonstrating improved customer satisfaction and service quality.
"We’ve kept our NPS above 80 for years, but with AI it’s now up to 87. 85 is considered world class, so being above that, without compromising the experience for our users or our team, says a lot.”
- Steven Carter, Operations Director
TSG’s AI journey has improved efficiency across the board, without losing the trusted service experience that keeps their agents happy and their NPS high.