About TSG
TSG, a national managed service provider headquartered in Newcastle, delivers IT solutions across the UK. With 280+ experts and 22 years of experience, TSG supports over 1,600 customers. Specialising in managed/cloud services, business applications, security, and the modern workplace, TSG empowers organisations to succeed through innovative technologies, exceptional service, and a commitment to enhancing outstanding customer experiences while driving productivity.
The Challenge
With only a month remaining before their contract renewal, TSG recognised the need to quickly explore a replacement for their existing ITSM tool, Autotask. The system’s rigid features had become a barrier, making it difficult to adapt to the company’s evolving needs. Communication relied heavily on outdated methods like phone and email, leaving no room for the modern, seamless interactions TSG wanted to provide. The tight timeline required finding and implementing a solution that could streamline operations, integrate with their existing tools, and deliver a better experience for both customers and staff – all while ensuring minimal disruption.
“Everybody was on the same wavelength as us in terms of wanting to build a partnership. We didn’t just want to buy another ITSM tool and for it to become stale 3 or 4 years down the line”
- Chris Porter, Operations Manager
The Solution
Halo was chosen for its flexibility, shared values, and responsive approach that closely matched the company’s needs. The partnership quickly emphasised long-term collaboration, ensuring a smooth transition. The implementation process was rapid, completed in just four weeks, with on-site support and a follow-up period of Hypercare to fine-tune the system and provide ongoing assistance.
A key focus was enhancing customer experience, and Halo delivered by building out a client portal and reducing triage times. Automation now routes tickets directly to the appropriate teams, streamlining workflows and improving efficiency. The addition of a chatbot, with plans to integrate AI capabilities, ensures end-users can quickly access the information they need.
Halo’s flexibility allows for continuous evolution in response to changing needs. With access to new features and AI advancements at no extra cost, it’s possible to test and refine tools, an essential for future development. As the business grows, the ability to adapt and incorporate AI is essential, and TSG are exploring AI triaging and automated knowledge article creation.
"The flexibility Halo offers gives us confidence as we move forward, knowing we can rely on Halo both as a platform and a partner to support our improvements and whatever comes next" – Stuart Byers, Head of Business Improvement
The Results
Since implementing Halo, TSG has seen substantial productivity gains, with over 60% of tickets now processed through the portal – an incredible feat for a company that previously lacked a portal altogether. Resolution times for problem tickets have improved by 75%, significantly enhancing service efficiency. From a customer experience perspective, the new system has modernised communication methods, facilitated seamless ticket routing, and increased client engagement with the portal. As a result, phone calls into the business have reduced by 70%, allowing TSG to focus on more efficient and scalable communication channels.
The flexibility of Halo has provided TSG with the confidence to adapt to future needs without worrying about additional licensing costs. By enabling automation and delivering modern service desk capabilities, TSG has positioned itself to maintain high levels of client satisfaction and continue growing its service offerings. Additionally, TSG has maintained high Net Promoter Scores (NPS), including an impressive score of +90 in September 2024, demonstrating the positive impact on customer satisfaction.
