How SEPA increased efficiency by automating and integrating their daily processes with HaloITSM
Increased efficiency and productivity for all teams
Daily automation saves time and money
High customer service satisfaction levels
Customer
Scottish Environmental Protection Agency (SEPA)
Industry
Public Sector
Tickets
2,000 per week
Customer Since
2015
At a glance
Requirements
- All-in-One Service Desk solution
- Cross-functional communication
- Ability to manage a high volume of enquiries
- Real-time view of enquiries
- Integration capabilities with existing software
Solution
HaloITSM brought fast support and development to SEPA. Quality services alongside a feature-rich application, integration capabilities and competitive pricing ensured customer enquiries are tracked efficiently and effectively.
About SEPA
The Scottish Environment Protection Agency (SEPA) was established by the Environment Act of 1995 to protect and maintain a safe, healthy and sustainable environment for the people of Scotland. They are responsible for warning and informing the public in the event of environmental incidents, alongside ensuring businesses are aware of and comply with environmental regulations. As an influential and respected authority, they work on providing advice and guidance on environmental issues, whilst leading and participating in local and national level scientific studies and research.
The Challenge
SEPA handles over 2000 tickets from 1,200 internal customers and 93,000 public phone calls annually. With 16 mailboxes and 350 technicians, cross-functional communication was imperative in order to ensure customer enquiries are tracked efficiently. Before working with HaloITSM, it was a challenge to manage so many enquiries on a daily basis with so many communication channels. It became clear to SEPA a “one stop system” was critical to increase customer satisfaction, ensure safety and have an accurate real-time view of their enquiries.
The Angus Smith Building, Lanarkshire
The Solution
High quality support and the ability to accommodate requirements were two of their main factors when considering a Service Desk solution. After researching and evaluating the best Service Desk tools available, they realised HaloITSM was the answer for them due to the feature-rich application, quality support and competitive pricing.
Integrating SEPA’s current systems with their Service Desk solution was imperative for efficiency, productivity and analysis. With HaloITSM, they were able to integrate their intranet, asset database, phone system and more with ease.
“HaloITSM has provided us with a system which meets SEPA’s conditions and their response to our requirements is always fast and efficient, either with development needs or in Support. Our Technicians have moved from our previous system to HaloITSM with a minimum of training due to the intuitive UI.”
Alan Johnson, IS Project Manager
Scottish Environmental Protection Agency
Results
- Improved reporting for management teams
- Automatic reports to allow rolling comparative reports on a daily, weekly, monthly and yearly basis
- Enhanced Service Desk experience
- Faster and more accurate responses to internal and external customer enquiries, increasing customer satisfaction
- Increased productivity and real-time visibility to due to integration with external apps and software
