About Tierney's
Tierney’s is a leading MSP based in County Clare, Ireland. Established in 1993, their mission is to provide trusted IT solutions and support and bring cutting edge solutions to enable their clients to gain the maximum from their IT investments. They went live with Halo in August 2024 with around 80 agents in their system.
The Challenge
Tierney’s faced significant challenges with their previous PSA, ConnectWise. After years of minimal updates and limited flexibility, they struggled to fully maximise the potential of the platform. These issues impacted the efficiency and effectiveness of their operations in several key areas:
Inefficient Quote-to-Sales Order Conversion: The process of converting quotes to sales orders was slow and manual in ConnectWise. Tierney’s team found that this created delays in the sales cycle, affecting their ability to process orders quickly and efficiently.
Improper Ticket Categorisation: One of the most time-consuming issues was the inability to consistently categorise tickets in a way that suited their needs. This caused significant difficulties in tracking and prioritising support requests. Agents were often unsure of how to address tickets, leading to inconsistent service delivery and delays in resolving issues.
Poor Uptake on the Self-Service Portal: Although ConnectWise offered a self-service portal, the setup was cumbersome and lacked the necessary flexibility to meet Tierney’s requirements. As a result, the portal didn’t see much user adoption. Customers found it difficult to navigate, and the team struggled to configure it in a way that aligned with their workflow and customers’ needs. This led to low engagement from end-users, leaving support staff to handle many of the tasks that could have been automated.
Lack of Customisation: A major limitation of ConnectWise was its lack of customisation options. The platform didn’t provide the necessary integrations, and the API was insufficient for the level of flexibility and automation Tierney’s required. As a result, the system was unable to adapt to their evolving business needs, and they found themselves limited in how they could tailor the platform to their unique workflows.
Tierney’s had the future in mind, looking to enhance their system with new features and AI capabilities which was going to be a struggle with ConnectWise’s limited offerings. They were also concerned that ConnectWise might soon move them to the ConnectWise Manage platform, and they wanted to ensure they had control over the timing and process of a new transition.
The Solution
After transitioning to HaloPSA, Tierney’s was able to overcome many of the challenges they faced with ConnectWise. The platform provided the flexibility and powerful features they needed to streamline workflows, improve efficiency, and fully customise their processes to better fit their needs.
A key improvement was in their sales-to-invoicing workflow, which became significantly faster and more streamlined. This reduction in delays allowed Tierney’s team to focus on other important tasks. At the same time, HaloPSA helped resolve their issues with ticket categorisation. The system offered fully customisable workflows, complete with automated rules, templates, and triage steps that ensured tickets were properly classified right from the start.
In addition to improving workflows, HaloPSA provided Tierney’s with enhanced transparency through its reporting capabilities. Tierney’s now manages reporting in-house, consolidating external applications. The platform’s dashboards, available on the end-user portal, allow customers to access their data at any time. KPIs are clearly reported, with some drawn from Halo’s online repository and others generated using Halo’s AI-driven reporting tools. The CRM functionality further increased transparency by allowing Tierney’s team to view all tickets and customer notes in one place.
The platform’s customisation options also empowered Tierney’s to design workflows tailored to their specific needs. They could create seamless ticket handling processes and easily build out a self-service portal. This portal made it easier for customers to find what they needed, whether by accessing knowledge base articles, tracking tickets, or viewing their data, ultimately enhancing the customer experience.
By streamlining processes and improving transparency, Tierney’s were able to offer a better experience for their agents as well as improve the customer experience.
“Halos has made us faster, with the ability to deal with more customers with more visibility. It’s been beyond a positive change.”
-Kevin Tierney, Managing Director
The Results
The transition to HaloPSA has had a significant impact on Tierney’s support team, particularly in terms of efficiency and customer satisfaction. One of the most notable improvements has been the time saved per ticket. Kevin Tierney remarked, “The support team has been transformed using Halo, I think we save around 5 minutes per ticket with the UI alone.”
A major benefit has been the use of AI-driven ticket management. HaloPSA’s AI “Thank You” detection has prevented hundreds of tickets from being reopened unnecessarily, saving time while ensuring customers who need further assistance can still reopen their tickets. This has been particularly helpful as the support desk manages at least 1,000 tickets per week.
Tierney’s has also seen a significant improvement in the usage of the self-service portal. Whereas only a few customers were able to access the portal with ConnectWise, within just 2 to 3 months of using HaloPSA, a large number of customers were actively engaging with the portal. This resulted in a 22% increase in portal usage since going live, with customers benefiting from easy access to their data and the ability to resolve issues independently.
These improvements have had a direct impact on customer satisfaction. Tierney’s achieved a CSAT score of 89% one month after implementation which has risen to 97% in January. They’ve also maintained an SLA compliance rate of 95-97%, ensuring that tickets are consistently addressed within the agreed time frames.
Tierney’s has found tremendous value in HaloPSA as an ever-evolving platform with new feature releases every two weeks. “I think Halo releases more features in a BETA release than ConnectWise released the whole time we were with them”. Not only has this been a game changer with their current requirements, but they are also confident that Halo will keep up with their needs in the future.
