About inlumi
inlumi is a global consultancy with its head office in Utrecht, the Netherlands, specialising in financial reporting and enterprise performance management. Founded in 2000, inlumi has grown from a niche consulting firm to an international organisation with over 250 employees across 12 countries. With a strong commitment to serving large enterprise clients, inlumi continuously seeks the best technological solutions to enhance its operations.
“With ServiceNow, we just had a complex relationship build even. You always had to have a third party and you needed a licensing partner to get the license. And then if you had issues, you first go to that third party partner. Now we have direct contact with the account manager in Halo or we just go directly to support and we just open a ticket. Usually we get an immediate response and they point us either in the right direction or they just tell us, you need to set it up like this and that's when it starts to work.”
Emmie van Alem, Customer Service and Compliance
The Challenge
As inlumi expanded, so did its need for a robust IT service management (ITSM) platform. ServiceNow had been their solution for several years, but it was limiting them in how they were able to grow: inlumi wanted to offer their clients new integration possibilities and to start looking at AI capabilities, which were either too difficult to implement or came with a hefty price tag. They further faced:
- Escalating Costs: Despite rising prices, inlumi did not see a corresponding increase in value or additional functionality.
- Complex Customisation: While ServiceNow had the features inlumi needed, configuring it to match their specific requirements was often difficult and time-consuming. The out-of-the-box functionality in ServiceNow couldn’t fulfil their needs, and so they were forced to add on modules at extra cost.
- Diminishing Support Quality: inlumi noticed a decline in the level of technical support and responsiveness from ServiceNow over time.
These issues led inlumi to evaluate alternative ITSM solutions that could better align with their evolving needs.
Requirements
inlumi conducted a thorough market analysis, comparing various ITSM platforms, including ServiceNow again. Their primary requirements included:
- A solution that was feature-rich out of the box
- A more intuitive and user-friendly interface
- Strong integration capabilities and compatible with their CRM system, their finance system and their registration systems
- A cost-effective licensing model, they were looking for a solution with a 30% licensing reduction
- Reliable and responsive support
Following this evaluation, HaloITSM was the only platform that could fulfil all of their requirements
“Halo just came out on top, not just for price, but especially on the way we work together, the way you positioned it, the way your presales team worked with us to really create a case study, and to showcase what it can do and how we can work with it."
Frank Wessels, Chief Technology Officer
The Solution
From the outset, inlumi was impressed with Halo’s capabilities. Key aspects of their transition experience included:
- Immediate Value & Functionality: Many of the features that were difficult or impossible to implement in ServiceNow were readily available in Halo. inlumi was consistently met with a “Yes, we can do this” response when inquiring about specific functionalities.
- Seamless Implementation: The migration process was smooth and intuitive, ensuring quick adoption by both internal teams and clients.
- Enhanced User Experience: Halo’s sleek interface and user-friendly navigation made it easier for agents and clients to engage with the system effectively. Small things like the ability to insert screenshots straight into text fields, where in ServiceNow a separate attachment had to be uploaded, has drastically changed how they engage with their clients.
- Superior Customisation Without Complexity: Unlike ServiceNow, Halo allows inlumi to customise forms and workflows without requiring advanced coding skills, making the creation of new departments and processes as easy to create as it is to imagine. The ease of creating ticket types with dynamic visibility has been a game changer, something that previously would have had to be scripted.
- Transparent & Cost-Effective Licensing: With Halo, essential features and integrations were included in the core package, eliminating the need for additional costly licenses.
“I was actually quite blown away from the start with the possibilities and especially having made a list of things that we would like to be able to do that either ServiceNow couldn't do or was too difficult to perform. It was just immediately, yes, we can do this. And this is how."
Marissa Nijhof, ITSM Specialist
The Results
The transition to Halo ITSM has delivered significant benefits for inlumi:
- Increased Efficiency: The intuitive nature of Halo enables teams to work more efficiently, reducing the time spent configuring and troubleshooting the system.
- Improved Communication & Support: The quality of support from Halo has been outstanding, with fast response times and high technical proficiency.
- Scalability for Future Growth: With a clear roadmap in mind, inlumi sees Halo as a long-term ITSM partner that will support their continued expansion and innovation.
- Achieved a 30% reduction in licensing costs: This reflects not just an overall licensing cost but also from the ability to use concurrent licensing, allowing multiple agents access to the system under shared licenses.
“There were a lot of departments that haven't used ServiceNow, that now do want to use Halo. It’s so nice to be able to have a department come me ask for forms to look a certain way, and for me to be able to do that myself with the drag-and-drop functionality.”
Marissa Nijhof, ITSM Specialist
Conclusion
By switching to Halo ITSM, inlumi has gained a more agile, cost-effective, and user-friendly solution tailored to their business needs. The company now has the flexibility to adapt and scale its processes efficiently while enjoying top-tier support and enhanced functionality. Halo has not only met but exceeded inlumi’s expectations, positioning them for continued success in the years to come.
Now their system is set up, inlumi is working on enhancements. Automating as much as possible is high up on the list, which they couldn’t do previously in ServiceNow without paying additional fees. They are also excited to implement AI, starting with automatic resolution suggestions, AI triaging and enhancing their knowledge base.
With other departments in the organisation seeing the benefits of Halo, inlumi are looking to expand into a full ESM solution.
