In 2009, AO.com, the largest online-only white goods and electricals retailer in the UK, required a top quality ITSM solution due to their rapid growth. In response to this, they migrated to HaloITSM and have since taken their business to new heights.
A few of the benefits they experienced following successful implementation of HaloITSM include:
- Saving 30 hours a week with the implementation of a service catalogue and promotion of self-service.
- Value for money due to significantly reduced ongoing administrative costs compared to competitors such as ServiceNow.
- A wealth of easy configuration options, all in a fast and intuitive system.
As a result of this success, earlier this year AO.com decided to expand their use of the HaloITSM solution by integrating it within their facilities department. In total, this project only took three weeks to implement.
So, why did AO.com decide to make use of HaloITSM within their facilities department?
1. Centralised Document Storage.
With HaloITSM, AO.com can store all of their documentation in one place. This includes documents related to suppliers, sites, insurance details, slips, trips and falls, risk assessments and much more! This central storage of documentation against asset and site records has made endless searches for documentation and certification a thing of the past.
2. Scheduling and Planned Maintenance.
AO.com’s facilities team have configured over 1200 scheduled tickets within HaloITSM. This has allowed repetitive tasks to be regularly scheduled and automatically delegated to the right teams, including building maintenance checks, general inspections and staying up to date with health & safety regulations.
3. Supplier and Contractor Management.
With the use of HaloITSM’s built-in calendar function, and integration with Exchange and Google Calendars, AO.com can now schedule appointments with their suppliers and contractors with ease. One-off and recurring appointments can be sent directly from the HaloITSM system, to ensure important works are never missed.
4. Powerful Reporting and Dashboarding.
Though AO.com’s use of excel spreadsheets to manage their facilities team did provide some visibility of the team’s core metrics, moving to HaloITSM and taking advantage of the powerful reporting suite has tangibly improved their understanding of the team’s performance. With separate queues for specific departments, mirroring their company structure, AO.com now have quick and easy visibility of any outstanding tasks and therefore resource availability for upcoming work.
5. Implementation of ITIL Aligned Processes.
Though not traditionally a business function that takes advantage of the ITIL framework, AO.com’s facilities team found that the out-of-the-box ITIL alignment that HaloITSM provides allowed them to introduce efficiency and best practice to their existing internal processes. This has also facilitated a stronger overview of a multi-site international portfolio, all in a simplistic view.
AO.com are a loyal customer of HaloITSM, having used our ITSM system for over a decade! Want to learn more about AO.com’s journey with HaloITSM? Read the case study here.
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