About SPINEN
Founded in 1997 in Macon, Georgia, SPINEN has more than 25 years providing IT solutions that help businesses thrive. Never a company to colour inside the lines, SPINEN constantly sought the best solutions for providing enterprise-level services to its SMB clients. All too often, though, these efforts were impeded by the limitations of the tools available, especially its PSA software. Innovation was being stifled not by lack of creativity from the team, but by lack of flexibility in the tool the company was using. They found the solution in HaloPSA, which offers tremendous capabilities for customization and integrations that allow those ideas to be fully realised.
The Challenge
Before adopting HaloPSA in Summer 2023, SPINEN struggled with a high volume of manual work during the triage process. Their outdated software limited their ability to streamline operations, resulting in disorganised and incomplete information. This made it difficult for technicians to prioritise tickets, causing delays and uncertainty about which tasks required immediate attention. These inefficiencies were particularly evident during their multi-step onboarding process, underscoring the need for a more modern, scalable solution. SPINEN was searching for a tool that could automate workflows and support the growing demands of their business.
"Quite frankly, our ideas were limited by the old software we were using, so there were things we didn’t even know were available"
- Jimmy Puckett, CEO
The Solution
After evaluating various options, SPINEN chose HaloPSA for its responsiveness, powerful capabilities, and seamless integrations.
Key transformations for SPINEN have come through leveraging Halo’s native and integrated automations. By easily integrating with a private instance of OpenAI, the team has implemented AI-driven auto-population of ticket summaries, significantly reducing the manual effort previously required to determine ticket priority. SPINEN further streamlined operations by using HaloPSA’s comprehensive runbooks to trigger automations based on client type, either servicing on-premises clients or integrating with Entra to complete onboarding tasks.
SPINEN implemented enhanced security and workflow automation to ensure that tickets involving sensitive data were handled with the highest level of protection. By requiring Multi-Factor Authentication (MFA) requests, these tickets were securely managed through CIPP and seamlessly integrated into their ticketing system. This approach not only safeguarded sensitive information but also streamlined their operations. As a result, HaloPSA became an indispensable tool that transformed SPINEN’s workflows, boosting both security and efficiency across the team.
"With HaloPSA, we’ve been able to achieve far more than we ever could with our previous system. It’s been an unbelievable transformation for our business" – Jimmy Puckett, CEO
The Impact
Since going live with HaloPSA in late 2023, SPINEN has seen remarkable growth in its managed services business. In just one year, between Q3, 2023 and Q3, 2024, SPINEN’s managed service revenue has increased by over 30%. In addition, they’ve grown their managed service revenue by over 43% overall, a direct result of the efficiencies and capabilities enabled by HaloPSA.
Key outcomes from this transformation include:
- Reduced manual effort, with tasks like ticket triage and client onboarding now largely automated, freeing up time for SPINEN’s technicians to focus on more strategic activities.
- Improved ticket management through AI-driven triage, ensuring tickets are prioritised appropriately and technicians can act on them more quickly and effectively, improving both service delivery and client satisfaction.
- Seamless, secure automation with the integration of MFA directly into the ticket workflow, increasing security and streamlining sensitive operations. SPINEN’s technicians now have everything they need to resolve tickets, with automations working in the background to ensure smooth service delivery.
- Scalable automation capabilities, enabling SPINEN’s technicians to trigger automations directly from the ticket, ensuring that processes run smoothly without needing manual intervention at every step.
