How the American Bar Association improved visibility with HaloITSM
Saved time resolving tickets
Improved visibility of operations
Improved customer service experience
Quickfire Q&A Case Study with The American Bar Association
Customer
The American Bar Association
Industry
Law Firms
Departments
IT, HR, Facilities and Memberships
Agents
80
In a sentence or two, tell us what your company does.
The American Bar Association is a Non-Profit Membership Organization for Lawyers that provides continuing legal education and much more.
Before you found HaloITSM, what problems were you facing?
We needed a ticketing system that provided more functionality and features than the current solution we had at the time. We were also in need of improving ticket communication and providing a vehicle for staff to submit and check the status of their tickets.
Which features and integrations have you been using and why?
We take advantage of many of the features and integrations available including the Self-Service Portal, Contract Management, Reporting and more. We needed a way for staff to have more visibility regarding their tickets and needed a way to track contract expirations more effectively. Our ticket reporting was also lacking and we really couldn’t get a handle on the types of tickets coming into the system.
What are some of the ways the tool has helped you?
I would say that it has saved our IT staff several hours a week in terms of the manual effort we’d have to take in order to create, maintain and respond to tickets. We feel that ticket communication has improved greatly with our customers, they are not only able to receive notifications on ticket progress, but they have the ability to check their ticket status themselves.
“Ticket communication has improved greatly with our customers, they are not only able to receive notifications on ticket progress, but they have the ability to check their ticket status themselves.”
– Kevin Borek, Director of IT Operations, American Bar Association
As well as using HaloITSM for IT, do you use it in other departments such as HR and Facilities?
Yes, we have extended service management throughout our organisation and other departments including HR, Facilities and Memberships, are also using HaloITSM. Overall, this enables us to increase transparency and improve our operations.
Would you recommend HaloITSM and why?
Yes, we love the tool. It is really easy to use and configure, and has enabled us to improve our Customer Service experience.
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