How Electronic Chart Centre incorporated HaloITSM to overhaul their daily processes with an ITIL aligned, fully customisable solution.
Increased clarity and visibility with reporting functionality
Increased productivity with streamlined ITIL-aligned processes
Saved time by automating responses with the Knowledge Base
Customer
Electronic Chart Centre
Industry
Public Sector
Tickets
300+ per month
Customer Since
2019
At a glance
Requirements
- Incorporate ITIL best practices into their daily processes
- Create various reports for both the whole company and agent by agent
- A Service Desk Portal for use alongside the Service Desk which is fully customisable and tailored to their exact needs
- A system where they could build a Knowledge Base for internal and external use
Solution
HaloITSM has ticked all of the boxes for ECC and transformed their daily processes with an ITIL aligned, fully customisable system. Features such as reporting dashboards and an agent and customer knowledge base have overhauled their internal management system.
About Electronic Chart Centre
The Electronic Chart Centre (ECC) is a centre of expertise for the collection, validation, distribution and visualisation of electronic charts and maps. Their vision is to contribute to greater safety and security, lower costs and enhanced efficiency at sea, and on land, by the rapid development of technology to meet their clients needs.
They play a key role in the development of new standards for electronic charts and derived products. From their headquarters in Stavanger, Norway, they serve a wide range of customers. Their focus is on providing innovative and flexible geodata services that are in tune with the times and the environment in which they are to be used.
The Challenge
Incorporating the ITIL framework and methodologies into their daily processes was the driving force behind ECC’s reason to find an alternative Service Desk solution. ECC needed a Service Desk solution which had Incident, Problem and Change Management as standard. Their previous system did not have ITIL methodology in place, lacked functionality and did not create reports. This caused issues when receiving service calls, impacted SLA times and customer satisfaction levels.
Aside from incorporating the ITIL framework, ECC had 3 top requirements to help solve their current challenges:
- The ability to create various reports for both the whole company and agent by agent
- A Service Desk Portal for use alongside the Service Desk which could be fully customisable and tailored to their exact needs
- A system where they could build a Knowledge Base for internal and external use
“Although just a small company, prior to HaloITSM we had limited information with regards to the number of service calls we were receiving, the category of the calls and the time it was taking to respond to our customers. We now have a much better overview of how the company is performing and we now have a more efficient way of dealing with our customers.”
Kelly Huitson, Service Desk Admin, ECC
The Solution
As a smaller company with all 20 employees using the Service Desk and approximately 250-300 requests a month, ECC wanted a personalised, tailored experience so all staff and teams could get on board quickly and easily. After searching for the best solution for them, they found HaloITSM ticked all of their boxes.
Aside from best in class functionality, ECC enjoyed the look and feel of HaloITSM and how easy it was to use. On top of this, the ability to customise the look and feel of their Service Desk portal with their logo and colours in order to make the portal align with their branding was an added benefit for ECC.
During implementation, HaloITSM was there to support ECC from start to finish, making the process as straightforward as possible. When an issue arose with emails duplicating when coming into the system, HaloITSM was quick to act by setting up new rules to allow emails to come through without duplication.
“The HaloITSM team were always on hand to help with any problems we encountered and were quick to resolve any issues. As with anything new, it takes a few weeks to get used to the system and a new way of doing things – but overall HaloITSM has been an easy transition.”
Kelly Huitson, Service Desk Admin, ECC
The Results
Whilst still in the early stages, ECC have greatly benefited from HaloITSM providing the tools to follow ITIL best practices. They have reported an improved way of working by standardising and streamlining their processes.
Creating and analysing reports was a top requirement for ECC. They can now share a live view of all projects on the go, which has led to increased clarity and visibility. As this dashboard updates automatically, they can now keep track of all projects and has made resource spend transparent.
With a knowledge base now available, ECC have been able to build articles for internal and external use. By turning solutions into articles and creating dedicated content, they have been able to increase productivity and efficiency. For example, they have created “canned text” when responding to repeat queries, saving time and automating repetitive tasks.
Overall, HaloITSM has helped ECC transform their processes. “The system has helped us in all areas including time, productivity and money.” – Kelly Huitson – Service Delivery at ECC. In the future, ECC are planning to integrate some of their systems such as Mantis to help track Development Cases.
“The support provided by the team at HaloITSM has been excellent, the system itself is easy to use and the development team are quick to add new features and take on suggestions for future releases”.
Kelly Huitson, Service Desk Admin, ECC
How HaloITSM Helps
With the wisdom of hindsight, would ECC change anything? Kelly Huitson recounts “the only thing we would have changed, and would still like to, would have been to consolidate our contact details into one as we currently have five support email accounts. This would, and will, make for a more efficient Service Desk”. With top support provided, HaloITSM will be there to guide ECC through this change.
“The team at HaloITSM have been brilliant. They have answered all our queries and set up our Service Desk to meet our requirements. Any suggestions for new or improved functionality has been passed along to the development team for possible integration in new releases”.
The relationship has only strengthened since ECC welcomed HaloITSM into their organisation and we are looking forward to continuing the close relationship over the coming months and years.
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