How ACH Group got 25% of their time back and transformed their customer experience along the way

Requirements

• Intuitive ITIL aligned tool to manage Service Desk requests
• Ability to keep track of asset inventory
• Improve customer satisfaction levels
• Extensive customisation and tailoring to meet exact needs​

Solution

HaloITSM brought an easy to use, ITIL based solution with DevOps style alignment. Fully configurable with features such as a configuration management database (CMDB) and Change Management handling led to swift adoption.

About ACH Group

Aged Care and Housing Group (ACH Group) is an aged care provider offering residential and community based care services across Victoria and South Australia.

Their mission over the last 67 years of operation is to help their customers live “Good Lives” by treating each customer and individual as unique. They support their customers to help them stay in control of their own lives and make their own decisions. ACH Group are dedicated to helping their customers remain optimistic and feel like they belong, whilst actively contributing to the community and remaining as healthy as possible for as long as possible.

The Challenge

Imagine a scenario where your legacy help desk system lacked the daily functionality you required. You needed to manage requests but this was impossible to do and on top of this, your system was bogged down with old requests. Your customers were becoming increasingly frustrated but you had no way to manage your service levels or track incidents. Internally, you needed to keep track of your asset inventory but you couldn’t do this without making heavy investments. This was the reality for ACH Group, they had many pain points but their system could not remedy them easily or cost effectively.

For ACH Group, they needed to overhaul their entire service desk system and processes. The multitude of issues they were experiencing resulted in poor end user experience and reduced customer satisfaction levels.

ACH Group uses ITIL based practices, however they are a unique organisation and needed some features often not supported by other Service Desks. For example, they sometimes outsource their home visits to external agencies. HaloITSM manipulated the functionality of the system so ACH Group could log calls to these agencies and keep track of requests. They required a system which could provide extensive customisation and tailoring to suit their needs.

“Life was grey – service was not easy to deliver and customer experience was not optimal.  Now life is Halo colourful – inject some colour into life and you will find your customers become reinvigorated and start using your services more.”

- Mark Render, Head of Digital Systems, ACH Group.  

The Solution

With their current challenges in mind, ACH Group was looking for a solution which was easy to use, utilised ITIL best practices with DevOps style alignment and had features such as a configuration management database (CMDB) and Change Management handling.

Having used HaloITSM in his previous organisation, Mark Render knew HaloITSM could fulfil all of their requirements and more. A huge draw for ACH Group was how their entire system could be tailored to their needs and added functionality could be created based on requests.

During the implementation process, HaloITSM engineers went to site and built the entire system side by side with ACH Group engineers. HaloITSM made sure the transition and onboarding experience was seamless so there was minimal disruption to the ICT Team. Initially, HaloITSM started as a project for the ICT team. However, the system is now being used by a further 3 (very different) teams and is growing throughout the business. ACH Group now handles 4,000+ requests per month.

The intuitive, easy to navigate nature of HaloITSM, alongside the knowledgeable team and top support has led to easy adoption. ACH Group has now gained better control over their SLAs, increased granularity over their ticket classifications and their asset management and change management has been simplified.

“We would not change anything except get it sooner. If you don’t have HaloITSM yet do yourself and your organisation a favour and get it. It will save you a fortune compared to the likes of ServiceNow and I would argue does a better job”.

- Mark Render, Head of Digital Systems, ACH Group.

The Results

The outcome of choosing HaloITSM has been breathtaking. ACH Group are saving their engineers around 2 hours a day of admin work. This has freed their time so the team can work on more requests per day, or isolate common problems into group requests.

As SLAs were immeasurable and some requests were over 12 months old, their customer satisfaction was severely affected. Since using the SLA function, they are achieving an 87% SLA which is increasing month on month.

With added functionality, ACH Group are now well on their way to having a fully functional configuration management database (CMDB) and change management system which will allow them clarity over their environment that they have never experienced before.

When reflecting on the decision to implement HaloITSM, Mark Render recounts “we would not change anything except get it sooner. If you don’t have HaloITSM yet, do yourself and your organisation a favour and get it. It will save you a fortune compared to the likes of ServiceNow and I would argue does a better job”.

ACH Group are currently exploring external integrations with other agencies and their own internal CRMs. HaloITSM are looking forward to supporting ACH Group along every step of the way.