How Suzuki increased automation and improved their service with HaloITSM

Quickfire Q&A Case Study with Suzuki

In a sentence or two, tell us what your company does.

Suzuki Motor Corporation is a Japanese multinational corporation headquartered in Minami-ku, Hamamatsu, Japan. Suzuki manufactures automobiles, four-wheel drive vehicles, motorcycles, all-terrain vehicles, outboard marine engines, wheelchairs and a variety of other small internal combustion engines.​

Before you found HaloITSM, what problems were you facing?

We had been using an archaic platform which really showed its age. This resulted with the business working with multiple platforms to try and achieve the same result that we now have with HaloITSM. We had a lot of great ideas on how we could work more efficiently and optimise our daily operations but were held back by the Helpdesk we were using. We discovered HaloITSM at the Service Desk and IT Support Show (SITS) a few years back and we were amazed by how versatile and modern the product was. We have a lot of intricate workflows and HaloITSM ticked all of the boxes.

Which features have you been using and why?

We use many features including:

• Automated lookups from sources that populate multiple fields to verify correct vehicle or Suzuki part
• Suzuki Dealer Single Sign-on
• Custom forms
• Visual aids that provide the business and our dealerships with live notifications about vehicle safety
• And much more!​

“HaloITSM is modern, easy to use, brilliantly versatile, and allows a huge amount of automation.”
– Jamie Swift, IT Infrastructure Manager, Suzuki

What are some of the ways HaloITSM has helped you?

Overall, we now have an all-in-one platform that allows a single pane of glass. HaloITSM is modern, easy to use, brilliantly versatile, and allows a huge amount of automation. This allows us to further focus on what matters, the customers.

Do you use HaloITSM within multiple departments?

Since implementing HaloITSM for our Suzuki Aftersales division, we have extended our use of it within several other departments. We have also been approached by many other areas of the business to further expand our use of HaloITSM within the organisation due to our success with it. At the moment, we are working on multiple projects on how to align them into the HaloITSM Universe.