Ambitious about Autism transforms their employee and customer experience with HaloITSM
Increased customer
satisfaction scores
Reduced errors with
ticket tracking
Saved time and
increased productivity
Customer
Ambitious about Autism
Industry
Charity
Tickets
450+ per month
Customer Since
2018
At a glance
Requirements
- One-stop system offering a split set up to differentiate two teams
- Ability to integrate with Azure SSO for auto-login
- Versatile reporting in a centralised service
- Option for end-users to request different services
Solution
HaloITSM brought a personalised, tailored and integrated service to Ambitious about Autism, enabling them to satisfy clients requests whilst providing an excellent internal management system.
About Ambitious about Autism
Ambitious about Autism is the national charity for children and young people with autism. They provide services, raise awareness and understanding, and campaign for change. Through TreeHouse School, The Rise School and Ambitious College they offer specialist education and support. Their ambition is to make the ordinary possible for more children and young people with autism.
The Challenge
Ambitious about Autism have both the facilities and IT teams dealing with a high volume of different requests. With no service desk system in place, a one stop system which offers the option to have a split set up to differentiate the two teams is a top requirement for Ambitious about Autism. On top of this, they needed this system to have the ability to integrate Azure SSO auto-login for end users, so they can log a range of requests for both the IT and facilities teams.
Before exploring the benefits of HaloITSM, it was a challenge to manage requests and versatile reporting in a centralised service. They had limited systems in place which didn’t allow for transparency, capturing accurate data, or the capacity for end users to request different services. These are critical for customer service satisfaction and internal management processes.
With no formal service desk software in place, requests were spread across different teams and processes, making it difficult to capture data on where resources were being used across the charity. These challenges were becoming more and more critical as Ambitious about Autism widened its services. It became clear that having a service desk system for internal and end user ticketing for both teams, the ability for integrations and comprehensive data dashboards was imperative for the smooth running of the charity.
“We were struggling with tracking our work and tickets as we didn’t have a centralised system. It was hard to see what the teams were working on and this was leading to errors. This is when we knew we needed a service desk.”
Oluwafemi Majiyagbe, IT and Facilities Helpdesk Administrator
Ambitious about Autism
The Solution
Providing services, raising awareness and campaigning for change is the driving force for Ambitious about Autism. In order to carry out this mission effectively, delivering an excellent client experience is paramount. During their evaluation of the best service desk software available, they knew they needed a service which will enable them to satisfy their client requests whilst providing an excellent internal management system.
Whilst at SITS 2019, they came across HaloITSM who could fulfill all of their requirements and more. With our previous history of working with charities across the board, they knew they could trust us to implement and support their service desk effectively and efficiently.
Configuration and customisation were two factors when considering a service desk. Ambitious about Autism uses Azure active directory and needed the ability to integrate their service desk with SSO for end users to make the portal seamless. In addition, they needed the branding and end user portal to be an extension of their website. HaloITSM was able to provide a personalised and tailored service to make sure these integrations were possible.
Our built-in reporting capabilities meant Ambitious about Autism could track all data that is held within HaloITSM. This allowed them to capture detailed information about the range of issues being logged and the areas from which they were being logged over time. This gave them an easy overview of the teams workload, so they could assess workload and distribute evenly.
During the implementation process, onboarding the team was vital as this was Ambitious about Autism’s first experience of a service desk system. Leveraging the expert consultants knowledge, alongside the out-of-the-box intuitive service desk allowed for a successful execution with all team members on board and understanding the new processes.
“When we came across HaloITSM and compared it to other service desks, it was a win on functionality, support and price. We knew they had worked with charities in the past and could trust them to implement the service desk with minimal disruption to the team’s hard work.”
Oluwafemi Majiyagbe, IT and Facilities Helpdesk Administrator
Ambitious about Autism
The Results
Since using HaloITSM, Ambitious about Autism have been overwhelmed with the results they have seen. With over 440 tickets logged monthly across Facilities and IT, they now have the ability to track these with ease. The increase in productivity has saved Ambitious about Autism hours of time. With this time saved, they have been about to focus on their wider goals, helping as many young people with Autism as possible.
Customer satisfaction scores have increased significantly since implementing HaloITSM. This is a combination of the customisation of the end portal, configuration of the SSO and tracking all tickets in a centralised system. With these in place, the end user is getting a superior experience, whilst internally, tickets can be responded to faster, with less room for error. To aid with this experience, the reporting capabilities have been essential. This has revolutionised their work distribution and tracking system, making it easier than ever to access a wide range of data.
With the results Ambitious about Autism have seen, they are excited to see what else is possible. They have been looking at how to extend the functionality of HaloITSM and are open to change when new features become available. When asking if there was anything Oluwafemi Majiyagbe would change, he stated “I wouldn’t change anything about the process. If anyone is considering HaloITSM, go for it”.
