About AO
AO is the UK’s most trusted electricals retailer, delivering everything from domestic appliances to mobile phones and computing equipment. With operations in the UK , a purpose-built logistics network, and Europe’s most advanced fridge recycling plant, AO is built for scale, service, and sustainability. As the business celebrates its 25th anniversary, its commitment to efficiency, innovation, and technology remains stronger than ever.
The Challenge
Around 13 years ago, AO was using an internally built system to manage service requests for the IT Department only, but the platform lacked flexibility and maturity. Even small configuration changes required external input – a new service request type could take up to six weeks to implement.
On top of that, the system was costly to maintain, and teams had little control over how it worked day to day. At the same time, core ITSM functions, such as change management, major incident logging, and root cause analysis, were split across multiple tools.
"They used to sit in different tooling, different applications… We didn’t have joined-up processes and ultimately lacked joined up data"
— Patrick Shaw, AO Tech Service Operations Manager
As AO expanded into new services and departments, it became clear they needed a single, scalable, ITIL-aligned platform that internal teams could manage independently, without relying on development resources or vendor intervention.
The Solution
AO implemented Halo in 2012 (then NetHelpDesk), initially using it for straightforward ticket logging. As the business evolved, so did their use of the platform. Today, Halo is used by over 30 teams, including IT, Logistics, Facilities, and People, to manage and coordinate internal services.
Key ITSM processes that were once fragmented are now fully integrated into Halo. Change management, major incident workflows, and root cause analysis are all handled within a single system.
"We’ve really been able to tailor our change management system to how we want it. Our RCA processes are now sat within Halo where they never used to be. And again, Halo does everything our old system used to do plus much more, so it's been fantastic”
— Patrick Shaw, AO Tech Service Operations Manager
With full autonomy over configuration, AO can build and adapt workflows without relying on vendor support or external developers. Internally built dashboards provide real-time insights into performance and support operational reviews at the senior level.
Crucially, AO works directly with the Halo team enabling a responsive, collaborative relationship that continues to grow with the business.
The Results
With Halo embedded across the business, AO has redefined how internal services are delivered. Teams that once relied on shared inboxes now operate with structured, visible workflows that drive faster resolution and better reporting.
“They have seen increased turnaround of tickets. So overall it’s been really positive. They can now report on what’s coming in, what’s going out, what’s outstanding. And they’re using that data to actually resource the team better”
— Philip Williams, Service Desk Lead
Automations reduce manual workload by routing third-party alerts directly to the right teams. Dashboards support daily monitoring and monthly reporting to leadership.
By consolidating their service management into a single platform, AO has eliminated tool sprawl, increased operational control, and built a scalable system that continues to evolve.
“What’s to come with AI and all these emerging technologies… gives us great confidence that Halo is the right tool for us for the future”
— Patrick Shaw, AO Tech Service Operations Manager
Key Outcomes
- 150+ tickets handled daily
- Adopted by 30+ teams, expanding from IT into Logistics, Facilities, People, and beyond as a wider enterprise service management (ESM) solution
- 80–90% assigned correctly first time
- Service requests implemented in minutes, not weeks
- Structured workflows and visibility for non-IT departments
- Automated alert handling from third-party tools
- Real-time reporting and operational insight
- Full autonomy over configuration and processes
