About
Flotek Group is a managed IT, cyber security and communications provider founded in 2022. Since launching, the company has expanded at pace through both acquisition and organic growth, scaling from three founders to a team of 135 employees. Today Flotek supports more than 2,000 active managed partners and has completed 15 acquisitions as part of its wider growth strategy.
The Challenge
From day one, Flotek aimed to scale through acquisition while continuing to grow organically. To support this, the business needed a single platform capable of managing the full customer lifecycle and maintaining consistent processes across all teams. It also required a solution that would allow newly acquired companies to be integrated smoothly into the group, ensuring every customer experienced a joined-up service and that no acquired business operated separately from the wider Flotek organisation.
With no legacy CRM or PSA in place, Flotek had the freedom to choose a system tailored to its long-term growth plans. The platform needed to deliver clear visibility across sales, projects and support while enabling each newly acquired company to adopt a unified operating model.
"Because we were building the business from the ground up, it was important for us to choose a vendor that was forward thinking and could grow with us as the business expanded.”
- Malcolm Holland, Managing Director
The Solution
Flotek selected and implemented Halo as the central platform for managing the entire customer lifecycle, from sales and onboarding through to service delivery and support, providing the flexibility, integrations needed to scale business as it expanded through acquisition.
By managing the full lifecycle within Halo, Flotek gains complete visibility from the first sales conversation through to project delivery and ongoing support. This cradle-to-grave approach ensures that every interaction, decision and piece of customer data is captured in one place, creating a single source of truth for teams across the business and enabling Flotek to operate with one platform, one process and one workflow across the organisation. Sales, projects and service teams all operate within the same platform, ensuring full context is maintained as partners move through the lifecycle. This visibility also allows Flotek to track opportunities more effectively, analyse why deals are won or lost, and identify future opportunities within their partner base.
Flotek has also adopted Halo’s built-in AI capabilities to improve efficiency across the service desk. AI prompts analyse incoming tickets, review ticket history, internal notes and knowledge base articles, and provide technicians with suggested troubleshooting steps. These AI suggestions help engineers quickly identify potential fixes and summarise ticket histories, giving them the context they need to diagnose issues and respond to partners more efficiently.
Working closely with the Halo team, Flotek has continued to evolve the platform as the business has grown. As new teams and acquisitions are integrated into the organisation, Halo has provided the flexibility and support needed to refine workflows, implement new processes and ensure the system continues to meet Flotek’s operational requirements.
"Halo is really the centre of our universe. I always say, if it’s not on Halo, it doesn’t exist.”
- Annie Thomas, Projects Team Leader
The Results
By implementing Halo as the central platform across sales, projects and service delivery, Flotek has been able to improve operational efficiency while continuing to scale the business.
- 65% of tickets resolved at first line, enabling faster support and reducing escalations
- Over 50% of tickets responded to within 30 minutes, improving response times for partners
- AI assistance applied to around 20% of inbound tickets, helping engineers resolve issues more efficiently
- 15 Acquisitions fully integrated into Halo, providing a single platform for all customer intelligence and consistent processes
- 100% CSAT, reflecting consistently high customer satisfaction
- 83 Net Promoter Score, placing Flotek firmly in world-class territory for service delivery
- Scaled from 3 to 135 Halo users in three years, supporting rapid growth and acquisitions
"To go from two users to 135 users in Halo in just three and a half years has been pretty phenomenal. Halo has become the system that underpins everything we do as a business, and every step of the way, Halo have been there to support us as we’ve grown”
- Malcolm Holland, Managing Director
With Halo providing a single platform for managing the full customer lifecycle, Flotek has established a scalable operating model capable of supporting continued expansion while maintaining exceptional service standards.