Optivo created a seamless process to provide customers with quick and easy resolutions
Increased productivity with more tickets per day being handled
Deeper performance monitoring and KPI tracking with automated reports
Reduced ticket logging due to the extensive Knowledge Base
Customer
Optivo
Industry
Public Sector
Tickets
3,000 per month
Customer Since
2019
At a glance
Requirements
- Configurable service desk fit their workflows
- Powerful reporting to measure teams’ performance
- Top customer service experience
- Flexible product for integrations
- Cost effective ITIL aligned solution
- High level of support
Solution
Optivo adopted HaloITSM with flexibility and easy of use in mind. With an ITIL aligned system, alongside top configuration and powerful reporting, HaloITSM brought Optivo everything they required and more.
About Optivo
Optivo is one of the largest housing providers in the UK and a member of the G15 group of London’s largest housing associations. They have over 45,000 homes across London, the South East and the Midlands, giving 90,000 people somewhere affordable to call their own. Their future plans include investing £3.5 billion in new homes over the next ten years. Optivo develop new homes for a range of purposes such as renting, shared ownership and open market sales.
The Challenge
With so many new homes to build, Optivo employs a busy internal IT Service Desk team. This includes application and network support that underpins their housing development operations.
Their previous system lacked the configuration or workflow capabilities they required. This results in reduced customer service satisfaction and longer wait times. Internally, the lack of powerful reporting features meant they were unable to measure their team’s performance, leading to a lack of visibility and even distribution of work.
Embassy Gardens, Nine Elms, Battersea
The Solution
Optivo adopted HaloITSM as a software solution with flexibility in mind. They required a system that would not be costly in time and resources to implement, but could still be configured to their way of working. They were looking for a system that was ITIL aligned and gave them the opportunity to implement best IT practices. The configurable nature of HaloITSM allowed Optivo to build their system around their needs and create automated workflows bespoke to their team.
“HaloITSM allows us to create, enhance and innovate our Customer’s experience of IT Services and allows the customer to be in control. We can create seamless processes to give our customers a quick and easy resolution and provide a happy end to end service.”
Danielle Deeprose, Service Desk Team Leader
Optivo
The Results
HaloITSM’s web application is built on the React Framework (created by Facebook) which is optimised for speed and performance. Optivo’s decision to move to a modern web application was vindicated by the increased speed of their ticketing operations due to quicker page load times. This has enabled their agents to be more productive and to be able to handle a greater number of tickets per day.
Important metrics and key performance indicators (KPIs) are now measured by industry standard, automated reports that are sent to key members of staff. In addition, HaloITSM’s attractive dashboard allows the Optivo team to monitor their performance in real time via widgets connected to live data feeds.
End user queries are now being logged via the HaloITSM portal, complemented by helpful knowledge Base articles to help prevent ticket logging. Through the adoption and successful implementation of HaloITSM, Optivo’s IT operations now include key ITIL aligned features such as the Service Catalogue, ticket types and Service Level Agreements (SLAs).
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