About Aspire
Aspire Technology Solutions is a leading MSP based in the Northeast of England. Headquartered in Gateshead, they support over 2,000 customers across the UK and employ around 300 staff.
With offices in Leeds, Glasgow, London, and Stockton-on-Tees, Aspire delivers services across cloud, connectivity, cybersecurity, and the modern workplace. The business has featured on CRN’s MSP 500 Elite 150 list for 10 consecutive years, recognising its consistent growth and innovation.
The Challenge
As Aspire moved into more complex enterprise environments, their internal systems started to hold them back. Their heavily customised Dynamics 365 setup couldn’t scale easily, and with only a handful of people able to maintain it, even small changes became a blocker.
"One of the biggest problems we had with our old system was that only a few people in the company had the skills to develop and maintain it."
- Max Newton, DevOps Lead
The service desk was handling over 12,000 incidents each month, but lacked the automation and routing needed to manage that volume efficiently. Agents were slowed down, and changes to workflows were too difficult to roll out at pace.
Aspire trialled major platforms, including ServiceNow, but found them too rigid to deliver meaningful value. They wanted more than just a platform; they were looking for a partner that could keep pace with their ambition.
The Solution
With over 12,000+ incidents coming through the service desk each month, Aspire needed a platform that could match their pace. Their legacy system couldn’t scale, and even small changes became blockers. HaloPSA offered the flexibility, automation, and agility they were looking for.
"Finding a platform that is very fast-paced, constantly rolling out new features, and using the latest tech was really high up our list. We’re an ambitious business, we needed an ambitious partner”
- Tony Dougan, CTO
Aspire implemented:
- Zero-touch onboarding and offboarding to reduce manual admin
- Automated planned work, including change requests and carrier notifications
- AI-driven triage, routing, and resolution suggestions to improve speed and accuracy
- Auto-generation of knowledge base articles based on recurring ticket activity
- Integration with NinjaRMM, pulling in live device and user data
- A full in-house migration from Autotask, using Halo’s intuitive API
Together, these changes gave Aspire a platform they could control, adapt, and scale, eliminating technical bottlenecks and putting automation at the heart of their support model.
The Results
Halo has helped Aspire build a faster, more self-sufficient service desk. With routine work automated, agents now spend their time fixing problems, not managing processes.
The impact of automation has been significant. Aspire’s AI-powered triage, routing, and resolution suggestions now handle thousands of tickets each month, taking pressure off support teams.
"It’s essentially like having additional agents working for us at very minimal cost.”
- Alex Marshall, Head of Applications
That efficiency translated directly into scalability, which Aspire leveraged during their first acquisition. The team fully migrated the acquired company’s service desk into Halo in under four weeks, handling setup, rollout, and refinement internally, without external support.
With Halo in place, Aspire can evolve their workflows quickly, deploy changes independently, and scale without friction, all while delivering a better experience for both agents and customers.
