About
Arrow Voice and Data is a private Australian business that has traded for over 20 years. Originally a telecommunications reseller, the company now also runs a fast-growing MSP division. As a Microsoft Modern Work partner, Arrow manages more than 1,000 business customers across support, Microsoft licensing, internet, fibre and mobile connectivity, and procurement, all consolidated on the one bill.
The Challenge
Arrow found that their previous tool, ConnectWise, introduced complexity without delivering clarity. The system made it difficult to manage agreements and recurring revenue, leaving the business without visibility into profitability and key financial metrics.
Core workflows such as billing reconciliation, service management and project tracking felt disjointed, forcing teams to work around the platform rather than through it. As costs increased and efficiency declined, it became clear that ConnectWise was holding the business back.
“We couldn’t track anything… we couldn’t see what our profitability was like… it made sense just to throw it out and start again.”
– Tim Williams, General Manager at Arrow Voice and Data
The Solution
Arrow shortlisted HaloPSA and Autotask as their replacement PSA platform, but it was Halo’s approach to implementation, hands-on professional services that built to Arrow’s requirements, that proved decisive.
Halo integrated directly with Arrow’s existing tech stack, including NinjaOne, IT Glue, Microsoft 365, Huntress, and Kaseya Quote Manager, allowing the team to realise value immediately. A further integration with Roost introduced automation for user onboarding and a foundation for future billing reconciliation, a quick win that dramatically reduced the time and manual effort involved in setting up new users, showing how automation could simplify everyday work across the service desk
Establishing agreements within Halo also marked a major structural shift. For the first time, Arrow could link customer activity directly to set entitlements and costs, giving the business a live view of profitability per client and service. This was essential for transitioning from telco-style billing to a managed-services model, where success depends on balancing workloads, margins, and SLA delivery.
With agreements now forming the backbone of reporting, the team has a reliable framework for forecasting, resource planning, and long-term growth.
“Halo came up, spent a few days with us, understood us, and built to our requirements.”
– Tim Williams, General Manager at Arrow Voice and Data
The Results
HaloPSA has given Arrow a simpler, faster way to run the service desk while unlocking measurable time savings in day-to-day operations.
- 90-minute tasks cut to 5 minutes: New user onboarding, once a manual process, is now automated, saving 15 hours in the first two weeks.
- Full visibility across every client: Agreements in Halo now give the team a clear view of profitability and service consumption for the first time.
- Connected, consistent service desk: With a more intuitive interface, tiered support levels, agents now work in sync, improving response times and customer experience.
- Five core tools, one platform: Integrations with NinjaOne, IT Glue, Microsoft 365, Huntress, and Kaseya Quote Manager eliminate double handling between systems.
- 20% MSP growth: Arrow’s MSP division recorded a 20% revenue increase as part of its broader operational transformation with HaloPSA
"The onboarding dashboard shows we’ve used the workflow 15 times and we’ve saved 15 hours by having that.”
– Tim Williams, General Manager at Arrow Voice and Data
Arrow is now focused on using Halo to create an even smoother experience for customers. The next phase is about removing the last manual steps, improving how services are delivered and billed, and making sure everything happens faster and more accurately as the business continues to grow.