How Sports Direct achieved autonomy and improved service by migrating from an internal system to HaloITSM
80%
First Call Resolution
92%
CSAT scores
24%
increase in SLAs
Customer
Sports Direct
Customer Since
2019
At a glance
Requirements
- Increased autonomy for configuration changes
- Cost savings without a reduction in quality
- Smooth migration process from an internal system
- Integrate key systems including on-premise HR system
- Work directly with HaloITSM and not through partners
- Modern, intuitive UX/UI
Solution
Utilising our experts knowledge, the migration process from an internal system to HaloITSM was seamless. Now, Sports Direct have greater autonomy, exceptional customer service and a top quality system all at a reduced cost compared to internal system.
About Sports Direct
Founded in 1982, Sports Direct International PLC is today the UK’s largest sporting good retailer, and operates a diversified portfolio of sports, fitness, fashion and lifestyle fascias and brands.
The Challenge
After using an internal system for many years, Sports Direct were looking to migrate to a different provider after several determining factors:
- A lack of functionality. The internal system was being used throughout the business, however it didn’t work for IT and it took a long time to make configuration changes.
- Cost. The internal system was expensive to run and maintain and they were looking to make some considerable cost.
- Service. It was hard to get anything fixed or changed and needed an external team to help them quickly and efficiently.
When looking for a new ITSM tool, Sports Direct needed an ITIL-aligned solution which offered a great experience for their end users. They wanted the autonomy to be able to configure all aspects of the system without coding or needing to go back to the vendor.
“With the internal system, new requests were hard to implement. With HaloITSM, it takes 15 minutes!”
Sports Direct
The Solution
After finding HaloITSM on Gartner, Sports Direct was initially drawn in by the responsiveness of the team and slickness of the application. After a trial period and consultations with our experts, the team felt confident enough to start the migration process throughout their UK, Czech Republic and Australian offices.
The implementation process took 2 months from start to finish including all customisations. For example, the teams required an integration with their on-premise HR system for approvals and user data. This was configured as part of the implementation and works seamlessly between the two applications.
“HaloITSM has given us far greater autonomy to be able to deliver the service that we have always wanted to.”
Sports Direct
The Results
After the successful migration process from the internal system, Sports Direct are delighted with HaloITSM and the service received.
- Previously, a new service request would take 6 weeks to implement. Now with HaloITSM it takes 15 minutes.
- As the teams are working directly with HaloITSM and not through any partners, the service received is always personable and knowledgeable.
- The software UI/UX is more modern, intuitive and easy to use.
- The speed of HaloITSM is unparalleled. Due to being built on React, HaloITSM is one of the fastest ITSM systems on the market.
Since the migration, Sports Direct has achieved greater autonomy, exceptional customer service and a top quality system all at a reduced cost compared to the internal system. With the ability to automate, customise and integrate everything they need, they can finally deliver the service they’ve always wanted to.
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