About ArrowXL
ArrowXL is the UK’s foremost two-person delivery specialist, delivering large, bulky items like appliances, sofas, and garden furniture directly to customers’ homes. Operating a 24/7 logistics network with warehousing sites from Scotland to London, ArrowXL relies heavily on IT systems to keep operations running smoothly.
The Challenge
With a 24/7 logistics network and a growing IT team of 40 agents, ArrowXL needed a platform that could keep pace with the demands of the business. Every minute counted, and the existing setup was slowing them down.
Their previous ITSM platform, made even basic changes slow and difficult to implement. Reporting required manual spreadsheet exports, making it hard to access timely insights. Ticket routing was another major bottleneck, with no way to send issues directly to the right teams, delays and wasted time were common.
On top of the operational friction, the licensing structure made it difficult to scale. Core features were split across separate modules, meaning greater cost and complexity if ArrowXL wanted to extend functionality.
After reviewing the options, it was clear that HaloITSM offered a more intuitive interface, greater flexibility, and better overall value.
"In comparison to our previous platform, both financially and from a usability standpoint, it just wasn't viable."
- Steve Murphy, IT Service Delivery Manager
The Solution
ArrowXL began with a phased rollout of HaloITSM, starting with a small group of licences for the internal IT team before scaling across the wider business. The platform quickly became embedded in the team’s day-to-day operations, with automation, reporting, and problem management among the key areas of impact.
"What’s been really gratifying is how easily and how quickly Halo has become part of the business language.”
- Steve Murphy, IT Service Delivery Manager
The team used ticket rules to streamline routing and eliminate triage delays. Problem management was brought into a structured workflow with linked incidents and tracked corrective actions. Manual reporting was replaced with dashboards and on-demand MI with scheduled reports, giving leadership clear visibility over IT performance.
Halo’s inclusive licensing model removed the complexity of managing separate modules, enabling the team to scale their use of the platform with ease, without being penalised for expanding functionality. Just as importantly, the team was able to manage configuration internally, reducing reliance on third parties and supporting a culture of continuous improvement.
The Results
ArrowXL have seen significant success, moving from slow, manual processes and routing delays to a streamlined, proactive service experience. According to CIO Rachel Hopkins, the improvement has been clear across the organisation, with the team now receiving “outstanding feedback” on a regular basis.
Some key improvements include:
- Resolution rate of 99.8%, supported by SLA tracking and streamlined routing
- Triage process fully removed through automation
- Real-time dashboards replaced manual reporting
- Structured problem management enabling faster root cause analysis
- Increased self-service adoption via a visible, expanding knowledge base
- Consistently excellent CSAT scores, described as “almost overwhelmingly excellent every month”
Feedback isn’t just collected, it drives improvement. The team can now adapt processes quickly within the platform, ensuring internal services remain responsive and efficient.
With plans to expand further and explore new capabilities like AI, ArrowXL are building a future-ready service model, powered by a platform that continues to grow with them.
