How PPHE Hotel Group Increased Ticket Submissions Via The Self-Service Portal by 57%
Increased amount of tickets resolved within SLA
Agents and Users love using Halo
Increased submissions on self-service portal by 57%
Customer
PPHE Hotel Group
Industry
Hospitality Real Estate
Tickets
700+ per week
Customer Since
August 2022
At a glance
Requirements
- Easily Configurable Tool: The tool needed to offer straightforward customisation options to meet diverse operational requirements
- Scalable: The solution had to support scalability to accommodate the onboarding of multiple teams, enabling the creation of a comprehensive ESM platform
- User-Friendly Self-Service Portal: A clean and intuitive self-service portal was essential to ensure ease of use for end-users
Solution
HaloITSM provided powerful functionality and a clean, user-friendly interface for both agents and users. Its ease of configuration allowed for quick customisation to meet specific needs, while its competitive pricing was a primary factor throughout the decision-making process.
About PPHE Hotel Group
PPHE Hotel Group is an international hospitality real estate group with a £1.7 billion portfolio of primarily freehold and long leasehold assets in Europe. Through its subsidiaries, jointly controlled entities and associates it owns, co-owns, develops, leases, operates and franchises hospitality real estate, including the Park Plaza and art’otel brands. Its primary focus is full-service upscale, upper upscale and lifestyle hotels in major gateway cities and regional centres, as well as hotel, resort and campsite properties in select resort destinations.
The Challenge
PPHE Hotel Group faced significant challenges with their previous ITSM software. End-users found the platform difficult to navigate, leading to frustration and inefficiency. The support staff struggled with processing and progressing tickets, slowing down their ability to solve tickets promptly. Additionally, administrators encountered difficulties in configuring the software to meet their needs and extract necessary management information.
Recognising the need for improvement, PPHE Hotel Group sought an ITSM tool that was not only easily configurable, but also scalable. They planned to onboard other departments and build a comprehensive Enterprise Service Management (ESM) platform.
A key requirement was a clean and intuitive self-service portal. They needed a user-friendly interface to ensure that end-users could easily log tickets and find the support they needed, to avoid confusion or misclassification.
“Every member of the Halo team we have worked with so far, from the project team, to the support team and our Account Manager have all been great to deal with. They are always willing to help and always manage to find a solution to any issues we encounter.”
Justin Bricknell, IT Support Manager, PPHE Hotel Group.
The Solution
HaloITSM has provided a robust suite of functionalities that have significantly improved PPHE Hotel Group’s ITSM capabilities. One standout feature is the customisable dashboards, which provide visibility into ongoing projects and resource allocation, allowing the team to monitor progress effectively.
The powerful reporting suite in HaloITSM has also been a game-changer. It enables the creation of detailed reports, even without any SQL knowledge, making it accessible for all team members. This functionality has facilitated better data-driven decision-making and streamlined management processes.
Moreover, PPHE Hotel Group has leveraged HaloITSM’s extensive integration capabilities. Integrating with Azure AD has streamlined identity management, ensuring secure and efficient user authentication and access control. The integration with Lansweeper has optimised asset management, providing a comprehensive view of the organisation’s IT assets and their statuses.
“It was a unanimous decision by the internal project team to go with Halo. We all felt that overall it had the best functionality, cleanest interfaces (both for agent and end user) and was the simplest to configure.”
Justin Bricknell, IT Support Manager, PPHE Hotel Group.
The Results
One of the most significant achievements since implementing HaloITSM has been the substantial increase in end-users submitting tickets via the self-service portal. Ticket submissions have risen by 57%, a testament to the portal’s intuitive design and ease of navigation. This has also led to tickets being logged more accurately and being categorised correctly, leading to correct assignment to the appropriate teams.
From a ticket processing perspective, PPHE Hotel Group has also seen a notable improvement in the percentage of tickets resolved within SLA. This enhancement is partly due to the streamlined agent portal, which facilitates easier navigation and quick, accurate ticket assignment.
Overall, the biggest win is the positive reception of the ITSM tool among both agents and end-users. Initially rolled out to the IT departments, HaloITSM is now being extended to three additional departments, with plans to onboard even more. The ultimate goal for PPHE Hotel Group is to transform HaloITSM into a one-stop shop for all incidents and requests across every department.
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