About Eduthing
Eduthing is a dedicated managed service provider specialising in IT solutions for the education sector. Over the past six years, Eduthing has expanded from supporting 30 schools to more than 250, handling 85,000 tickets in the last academic year – double the previous year’s total. To sustain this growth, Eduthing required a scalable and future-proof PSA solution.
The Challenge
Eduthing found its previous PSA tool, Autotask, to be outdated and overly complex, with limited mobile accessibility for field engineers. Manual processes for ticket triage, customer feedback, and service requests were time-consuming, and the system could not grow with the company’s needs.
The Solution
Eduthing implemented HaloPSA to replace its existing system, ensuring a scalable and efficient approach to managing its operations. The transition was completed in just two weeks, with Halo’s support team guiding the process to minimise downtime and disruption to schools’ daily operations. Engineers quickly adapted to the platform, benefiting from an intuitive interface, comprehensive training resources, and Halo’s active community.
Key Features:
- Seamless Integrations: HaloPSA’s flexible API enabled Eduthing to integrate key services such as feedback tracking, reporting, and ID card processing. This automation streamlined operations, reducing manual workloads and ensuring real-time data flow across systems.
- Advanced Ticket Management: With HaloPSA’s automated triage and categorisation, engineers could resolve issues more efficiently. The system’s custom workflows ensured that tickets were assigned accurately, contributing to a 97% first-level fix rate and significantly improving response times.
- Self-Service Portal for Schools: Eduthing’s adoption of HaloPSA’s intuitive self-service portal allowed schools to log and track tickets independently. This reduced strain on the service desk, with 60% of tickets now processed through the portal, increasing overall efficiency.
- Enhanced Reporting & Data Visibility: With real-time dashboards and HaloPSA’s advanced reporting features, Eduthing gained critical insights into ticket trends, resolution times, and performance metrics. These analytics helped improve decision-making and optimise IT service delivery.
"The reason we switched to Halo was the scalability and the growth aspect. We saw how quick the integrations were coming in and could see that there was a lot of future development growth. It's exactly what we wanted as a company.”
James Ruddle, Service Desk Manager
The Results
Following the implementation of HaloPSA, Eduthing saw significant improvements in efficiency, automation, and service quality. Engineers were able to focus on high-priority tasks, and schools gained greater control over their IT needs.
Key outcomes:
- 97% first-level fix rate, significantly reducing ticket escalations.
- 60% of tickets now processed through the portal, streamlining issue resolution.
- 70% reduction in phone-based support, optimising resource allocation.
Eduthing now operates with improved efficiency and scalability, ensuring schools have the support they need while proactively enhancing their IT operations. HaloPSA’s automation and reporting solutions have positioned the company for long-term growth and success, with further AI-driven enhancements on the horizon to refine operations and support continued growth.
"At Eduthing we know that the systems that we use are important to help us scale up as we continue to grow. Halo has enabled us to do that so far and will continue to help us to do that as we continue to grow."
Zahid Chady, COO
