• Skip to primary navigation
  • Skip to main content
  • Skip to footer
  • Skip to custom navigation
HaloITSM

HaloITSM

  • Features
  • Solutions
    • By Sector
      • Public Sector

        Reduce overheads and deliver an intuitive experience for your users.

      • Education

        Deliver an exceptional service experience to students, faculty and staff.

      • Financial Services

        Deliver secure, auditable IT Service Management throughout the organisation.

      • Healthcare

        Centralise and streamline your processes.

      • All Sectors →
    • By Use
      • IT Service Management

        Empower your IT team to deliver rapid, efficient ITIL-aligned service.

      • HR Service Management

        Automate, connect and improve your HR service delivery.

      • Facilities Service Management

        Manage your Facilities department with our all-in-one software for resource booking, maintenance, asset management and much more.

      • Enterprise Service Management

        Extend service management throughout the organisation.

      • Service Providers

        Manage your MSP business with our all-in-one platform and transform how you deliver services to customers.

    • Resources
      • Compare ITSM Tools
      • Integrations
  • Case Studies
  • Pricing
  • Contact Us
  • Start trial
  • Schedule a demo

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 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

Footer

Company

  • Contact Us
  • Careers
  • Channel Partners
  • Technology Partners
  • Global Impact
  • Referral Program

HaloITSM

  • Features
  • Integrations
  • Mobile Apps
  • Pricing
  • Onboarding Process
  • Blog
  • Roadmap
  • Guides

Key Features

  • Incident Management
  • Problem Management
  • Change Control
  • Configuration Management
  • ITIL Service Catalogue
  • Knowledge Management

Compare ITSM

  • ServiceNow Alternative
  • FreshService Alternative
  • TOPdesk Alternative
  • Cherwell Alternative
  • Axios Alternative
  • Hornbill Alternative
  • Ivanti Alternative
  • ManageEngine Alternative
  • Spiceworks Alternative

Social

  • Terms and Conditions
  • Privacy Policy
  • Security