About
Hyfin is a payment and accounts receivable platform that helps businesses streamline invoicing, collections, and reconciliation across multiple industries. By modernising how organisations manage receivables, from financial services to hospitality, Hyfin enables faster payments, clearer visibility, and better client communication across global teams.
The Challenge
Hyfin’s client service team had been using Jira, which had been implemented previously for their development team. While it suited engineering workflows, it wasn’t designed for managing customer requests.
Over time, tickets were duplicated or lost, integrations broke, and important context was buried in long email threads. Outside of Jira, shared mailboxes made it hard to see who was handling what, and without built-in reporting, there was no easy way to track volumes, contact types, or recurring issues. For a small but fast-growing support team, it meant hours spent chasing updates rather than helping clients.
The team needed a purpose-built CRM that could give them control over their own workflows and a clear picture of customer activity.
“Ticket threads weren’t being correctly merged or tracked, and we’d often have to repost issues. We needed something built for the way we work."– Vincent Yawn, Client Services Representative
The Solution
HaloCRM offered Hyfin’s client service team the structure and visibility they needed to support customers efficiently and maintain the high standards their payment operations demand. By bringing ticketing, reporting, and communication into one place, the team can now track every request from first contact through to resolution, with nothing slipping through the cracks.
“What drew me to Halo was its ease, its simplicity, the reporting feature, and the ability to house everything in one place, and have it integrated with our email system to create those tickets and automatic responses to our chats.”
– Dawn Thomison, Client Service Specialist
The transition was handled internally by Hyfin’s support team, with Halo’s customer success team on hand to guide configuration and best practices. Using custom dashboards and SQL-based reports, the team now monitors contact volumes, request types, and workload trends in real time. This has improved visibility, helped identify recurring issues, and allowed for more data-driven decisions across client services.
“The most valuable thing has been seeing trends in the types of questions that come through and the support avenues they take. It’s helped us see where we’re improving and where requests are still misrouted. I practically live out of the dashboards now.”
– Luke Coselmon, Client Services Team
With the foundation in place, Hyfin is preparing to expand Halo’s CRM and opportunity-management features across sales and marketing, uniting client interactions, service, and revenue processes in one connected system.
The Results
For Hyfin’s lean client service team, HaloCRM created a single view of every customer touchpoint, cutting out manual tracking and letting them focus on problem-solving, not process.
- Complete visibility – Every client request is now tracked and managed in one place, replacing shared inboxes and disconnected tools.
- Clear accountability – Agents can instantly see when a colleague is viewing or updating a ticket, cutting out duplication and saving valuable time.
- Actionable insight – Dashboards and SQL-based reports provide a real-time view of volumes, request types, and recurring issues.
- Data-driven improvement – Regular reporting highlights patterns in customer queries, helping the team refine processes and improve response quality.
- Connected operations – Collaboration across departments has improved through shared reporting and unified workflows.
- Platform for growth – With support now streamlined, Hyfin is preparing to extend HaloCRM across sales and marketing to connect the full customer journey.
Looking ahead, Hyfin plans to build on this foundation, continuing to expand HaloCRM’s use across departments and driving greater alignment between teams, data, and customer experience.